Front Desk Agent
Rosewood Hotels and Resorts
Job Description OVERVIEW/BASIC FUNCTIONS:
Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements; own and resolve guest complaints (glitches) in a timely manner. Provide information and assistance to all guests and visitors.
RESPONSIBILITIES:
The following are specific responsibilities and contributions critical to the successful performance of the position:
Flexibility to work shifts that will include early mornings, evenings, weekends and public holidays. Ability to work overnight shifts when needed (occasionally). Maintain complete knowledge of and comply with all departmental policies, service procedures and standards. Ensure that standards are maintained at a superior level on a daily basis. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Maintain positive guest relations at all times. Resolve guest complaints, ensuring guest satisfaction. Monitor and maintain cleanliness, sanitation and organization of assigned work areas. Maintain complete knowledge of: scheduled activities; in-house groups; hotel extension numbers; beeper number/radios carried by hotel personnel; all special requests (DND, screen calls, NRG, etc.); hours of operation of each outlet; features and services provided by the hotel. Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times. Meet with Supervisor to review daily assignments and priorities. Meet with the departing Front Desk Agent to review business status and follow up items. Access all functions of the computer system. Set up workstation with necessary supplies. Answer department telephone within 3 rings, using correct greeting and telephone etiquette. Promote positive guest relations to all individuals approaching the Front Desk. Process all guest check-ins. Confirm reservation in system and review all noted information. For guests without a reservation, sell a room type agreed upon. Register guest in the computer. Verify reservation information with the guest (departure date, room type). Obtain back-up information for guest credit/payment method and input into system; collect cash when designated. Assign guest room. Advise guests of any messages, mail, faxes, etc. received for them. Communicate services and amenities of the hotel to guests. Obtain proper identification for tax exempt guests and attach form to registration card. Direct Bell Person to escort guests and transport their luggage to the room. Maintain guest history files on all guests. Communicate VIP arrivals to designated personnel for escort and delivery of amenities. Set up accurate accounts for each guest checking in according to their requirements (i.e., share withs, separate room/tax/incidentals, comp). Handle overbooked or “walked” guests. Accommodate room changes. Document all guest requests, complaints, or problems. Take, record and relay messages accurately, completely, and legibly. Accept and record wake-up call requests; deliver to PBX. Document and confirm reservations and cancellations. Block rooms in computer and follow through on designated requirements. Pre-register designated guests and prepare key packets. Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery). Generate, print and distribute daily and weekly reports. Resolve discrepancies on the room status report with Housekeeping. Match the bucket check to in-house guest ledger report; report discrepancies to Manager. Process all check-outs. Resolve any late charges. Present folio to guest and resolve any disputed charges. Settle guest accounts. Retrieve guest room key from guest. Solicit guest comments on their stay. Process express check-outs. Handle requests for late check-outs. Conduct group check-ins/outs. Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information. Adhere to all cashiering procedures: Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges. Make change for guests. Cash guests' personal checks/travelers checks. Post charges. Run closing reports. Count and secure bank. Complete designated cashier reports. Balance receipts. Drop receipts. Document pertinent information in the log book/ Lotus Notes/Front Desk Checklist. All other duties as required.
QUALIFICATIONS:
· Experience: Previous experience as a Front Desk Agent at a luxury/ultra-luxury hotel.
· Education: High school diploma.
· General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
· Technical Skills: Ability to input and access information in the property management system/computers. Proficiency in Opera, Alice, KnowCross and Microsoft Office is preferred but not required.
· Language: Required to speak, read and write English, with fluency in other languages preferred.
· Physical Requirements: Must be able to exert physical effort in transporting 50 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
· Licenses & Certifications: None required.
Salary: $26.27 per hour
Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements; own and resolve guest complaints (glitches) in a timely manner. Provide information and assistance to all guests and visitors.
RESPONSIBILITIES:
The following are specific responsibilities and contributions critical to the successful performance of the position:
Flexibility to work shifts that will include early mornings, evenings, weekends and public holidays. Ability to work overnight shifts when needed (occasionally). Maintain complete knowledge of and comply with all departmental policies, service procedures and standards. Ensure that standards are maintained at a superior level on a daily basis. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Maintain positive guest relations at all times. Resolve guest complaints, ensuring guest satisfaction. Monitor and maintain cleanliness, sanitation and organization of assigned work areas. Maintain complete knowledge of: scheduled activities; in-house groups; hotel extension numbers; beeper number/radios carried by hotel personnel; all special requests (DND, screen calls, NRG, etc.); hours of operation of each outlet; features and services provided by the hotel. Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times. Meet with Supervisor to review daily assignments and priorities. Meet with the departing Front Desk Agent to review business status and follow up items. Access all functions of the computer system. Set up workstation with necessary supplies. Answer department telephone within 3 rings, using correct greeting and telephone etiquette. Promote positive guest relations to all individuals approaching the Front Desk. Process all guest check-ins. Confirm reservation in system and review all noted information. For guests without a reservation, sell a room type agreed upon. Register guest in the computer. Verify reservation information with the guest (departure date, room type). Obtain back-up information for guest credit/payment method and input into system; collect cash when designated. Assign guest room. Advise guests of any messages, mail, faxes, etc. received for them. Communicate services and amenities of the hotel to guests. Obtain proper identification for tax exempt guests and attach form to registration card. Direct Bell Person to escort guests and transport their luggage to the room. Maintain guest history files on all guests. Communicate VIP arrivals to designated personnel for escort and delivery of amenities. Set up accurate accounts for each guest checking in according to their requirements (i.e., share withs, separate room/tax/incidentals, comp). Handle overbooked or “walked” guests. Accommodate room changes. Document all guest requests, complaints, or problems. Take, record and relay messages accurately, completely, and legibly. Accept and record wake-up call requests; deliver to PBX. Document and confirm reservations and cancellations. Block rooms in computer and follow through on designated requirements. Pre-register designated guests and prepare key packets. Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery). Generate, print and distribute daily and weekly reports. Resolve discrepancies on the room status report with Housekeeping. Match the bucket check to in-house guest ledger report; report discrepancies to Manager. Process all check-outs. Resolve any late charges. Present folio to guest and resolve any disputed charges. Settle guest accounts. Retrieve guest room key from guest. Solicit guest comments on their stay. Process express check-outs. Handle requests for late check-outs. Conduct group check-ins/outs. Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information. Adhere to all cashiering procedures: Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges. Make change for guests. Cash guests' personal checks/travelers checks. Post charges. Run closing reports. Count and secure bank. Complete designated cashier reports. Balance receipts. Drop receipts. Document pertinent information in the log book/ Lotus Notes/Front Desk Checklist. All other duties as required.
QUALIFICATIONS:
· Experience: Previous experience as a Front Desk Agent at a luxury/ultra-luxury hotel.
· Education: High school diploma.
· General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
· Technical Skills: Ability to input and access information in the property management system/computers. Proficiency in Opera, Alice, KnowCross and Microsoft Office is preferred but not required.
· Language: Required to speak, read and write English, with fluency in other languages preferred.
· Physical Requirements: Must be able to exert physical effort in transporting 50 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
· Licenses & Certifications: None required.
Salary: $26.27 per hour
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