Title: Front Desk Agent
Reports To: Front Desk Supervisor/Front Office Manager
Supervises: None
General Purpose: With the goal of providing a superior experience, the Front Desk Agent is the face and voice of 21c, involved in any and all aspects of the guest experience. The Front Desk Agent is responsible for knowing all property services and amenities, welcoming guests, checking guests in and out, in addition to coordinating guest experience prior to arrival.
Specific Responsibilities:
Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
Accepts incoming calls, assists outgoing calls, scheduling, setting wake-up calls and paging guests to provide guests with timely and efficient service.
Processes all guest mail, messages and faxes: receives, sorts, notifies and distributes to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.
Performs other duties as assigned, requested or deemed necessary by management.
Knows standard cash handling procedures and knowledge of computerized cash register systems.
Must be fluent in English.
Standard office equipment including but not limited to: telephone, copier, cash register, PC, fax machine, and PBX machine.
Education/Formal Training
Experience
