Front Desk Agent

Reports to: GM/AGM/FOM

Personal / Interpersonal Competencies:

• Must acknowledge every guest encountered with appropriate gesture (i.e. nod) and smile
• Must communicate and perform effectively with all hotel guests employees
• Maintain current knowledge of surrounding area and events

Functional Competencies

• Understand and maintain guest service standards and policies
• Provide information to guests on surrounding area, hotel policies and amenities
• Respond to all guest requests expediently and earnestly
• Communicate status of all rooms to department heads via prescribed reporting procedures
• Relay guest requests to the appropriate department
• Sell rooms to ?walk-in? guests
• Take telephone reservations for upcoming arrivals
• Enter / Change information in the reservations / PMS system as required by guests or management
• Receive and ensure delivery of guest mail / packages
• Post charges to guest accounts
• Process payments from guests
• Operate hotel switchboard or PBX
• Maintain Front Desk cleanliness
• Maintain daily logs
• Communicate any maintenance issues according to appropriate procedure
• Perform other duties as assigned by management