Front Desk Agent

Position Summary The Front Desk Clerk is responsible for providing professional, courteous, and efficient service to hotel guests throughout the arrival, stay, and departure experience.

This position performs guest check-in and check-out, room assignments, reservation assistance, payment processing, telephone support, and guest-request coordination while maintaining accurate records and providing information about hotel services and local attractions.

The Front Desk Clerk works closely with other Hotel departments to address guest needs and support a seamless guest experience.

Essential Duties and Responsibilities 1.

Ensure compliance with applicable laws, regulations, and Hospitality policies and procedures.

2.

Provide professional, courteous, and efficient service to guests by actively listening to requests, responding appropriately, and addressing concerns within the scope of the position.

3.

Complete guest registration and check-out procedures accurately and efficiently.

4.

Assign guest rooms based on availability, guest preferences, special requests, and established Front Office procedures.

5.

Process guest payments, including cash and credit card transactions, and accurately maintain and balance the assigned house bank.

6.

Maintain accurate guest, reservation, payment, and other Front Office records using applicable computer and hotel management systems.

7.

Answer incoming telephone calls, assist with reservation inquiries, and direct calls to the appropriate department or team member.

8.

Assist with creating, modifying, and canceling guest reservations accurately in accordance with established procedures.

9.

Respond to guest inquiries regarding hotel facilities, amenities, services, policies, rates, and available activities.

10.

Provide guests with information regarding dining options, attractions, points of interest, transportation options, and other services.

11.

Respond to guest complaints and requests professionally and tactfully, resolving matters within the scope of the position and escalating issues to the appropriate supervisor or manager when necessary.

12.

Follow up on guest requests, complaints, and service issues to support timely resolution and guest satisfaction.

13.

Communicate and coordinate with Housekeeping, Maintenance, Valet, and other Hotel departments regarding guest requests, room status, maintenance concerns, and other operational needs.

14.

May be asked to assist in other departments with appropriate training provided such as gift shop, housekeeping, or laundry as business needs deem necessary.

15.

Maintain the cleanliness, organization, and professional presentation of the Front Desk, lobby, and assigned back-office areas.

16.

Maintain awareness of emergency procedures and respond appropriately to incidents involving safety, fire, accidents, medical emergencies, security concerns, or other emergencies in accordance with established procedures.

17.

Maintain awareness of guest, team member, and property security ...