Front Desk Agent

A Guest Services Agent is often the first member of staff that a guest interacts with. This special person is responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

What will I be doing?

As a Guest Services Agent, you would be responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys.
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, handling money, processing credit and debit cards, accepting and recording various forms of payment.
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
• Use up-selling techniques to promote the hotel and facilities and to maximize room occupancy
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
• Receive, input, retrieve and relay messages to guests

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate's supervisor.

Team Player - Works well as a member of a group
Enthusiastic - Shows intense and eager enjoyment and interest
Dedicated - Devoted to a task or purpose with loyalty or integrity

Self-Starter - Inspired to perform without outside help
Job Security - Inspired to perform well by the knowledge that your job is safe
Goal Completion - Inspired to perform well by the completion of tasks
Ability to Make an Impact - Inspired to perform well by the ability to contribute to the success of a project or the organization