Overview:
The Front Office Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.
Responsibilities:
-
Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
-
Follow all cash handling and credit policies.
-
Be aware of all rates, packages and special promotions as listed in the Red Book.
-
Be familiar with all in-house groups.
-
Be aware of closed out and restricted dates.
-
Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
-
Be familiar with hospitality terminology.
-
Have knowledge of emergency procedures and assist as needed.
-
Handle check-ins and checkouts in a friendly, efficient and courteous manner.
-
Use proper two-way radio etiquette at all times when communicating with other employees.
-
Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
-
Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
-
Be able to complete a bucket check, room rate verification report, and housekeeping report.
-
Balance and prepare individual paperwork for closing of shift according to hotel standards.
-
Maintain and market promotions and guest programs.
-
Maintain a clean work area.
-
Assist guests with safe deposit boxes.
-
College course work in related field helpful.
-
Experience in a hotel or a related field preferred.
-
High School diploma or equivalent required.
-
Computer experience required.
-
Customer Services experience preferred.
-
Maintain a warm and friendly demeanor at all times.
-
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
-
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
-
Must be able to multitask and prioritize departmental functions to meet deadlines.
-
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
-
Maintain regular attendance in compliance with Resort Standards, as required by scheduling, which will vary according to the needs of the hotel.
-
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
-
Comply with Resort Standards and regulations to encourage safe and efficient hotel operations.
-
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
-
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
-
Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
-
Must be able to cross-train in other hotel related areas.
-
Must be able to maintain confidentiality of information.
-
Must be able to show initiative, including anticipating guest or operational needs.
-
Perform other duties as requested by management.
