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Front Desk Agent

Responsibilities:

  • Checking guests in and out; ensuring proper credit is received, special requests are noted and fulfilled and accurate information is established
  • Promoting and selling special hotel programs; must be knowledgeable of ongoing discounts, packages and promotions as well as any rules, restrictions and/or routing
  • Interacting with resort staff in a professional manner; assisting other departments when needed and able
  • Knowledge of all emergency procedures and resort policies
  • Maintaining a house bank, including a daily count and safekeeping at all times
  • Communicating all pertinent information to the Front Office management team and other associates
  • Following set procedures on posting, charges, cashing checks, safe deposits, refunds, gift cards, credit card authorizations and charges
  • Solicitation of guest feedback and empathetic and appropriate response/resolution to guest issues and complaints

HOTEL SPECIFIC FUNCTIONS:

  • Cross-training in PBX and Concierge; assist with Bellstand coverage and possible delivery/storage of luggage
  • Knowledge of related departments, especially Housekeeping

MARGINAL FUNCTIONS:

  • Respond to any reasonable task as assigned by supervisor or manager
  • Assist in other departments as needed
  • Attend monthly departmental meetings
  • Ability to stand for extended periods of time

TOOLS/EQUIPMENT:

  • Computer/copier and printer; fax machine
  • Phone system
  • Radio
  • Givex gift card machine
  • Pens and paper
  • Calculator
  • Occasionally bell carts and LodgeNet movie system

Qualifications

  • High School graduate or equivalent; Two years of college education preferred
  • Two years experience in a service industry, preferably in the hospitality industry
  • Excellent oral and communication skills
  • Computer proficiency
  • Pleasant telephone and in-person demeanor


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