Responsible for providing quality guest service as it pertains to checking in/out of hotel guests; operating within WebRes and Akia for guest communication; taking hotel reservations; and concierge services in a gracious and professional manner. Demand accuracy with daily accounting procedures.
Duties & Responsibilities:
Check-in and check-out hotel guests in a confident, professional, and friendly manner.
Agents tending to the Front Desk should always be standing to greet incoming guests as well as outgoing guests. Agents should NEVER be sitting unless otherwise given permission by a manager or have been given a note from you physician due to injury or illness.
Initiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistance.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Provide gracious and efficient telephone service as it relates to general services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
Complete all items as listed on shift checklists.
Bucket checks to be performed by each shift to verify data as it pertains to: 1. Guest name, 2. Guest address, 3. Room rate, 4. Date of departure, 5. and Number of guests in room.
Ensure proper credit card procedures are followed at all times to include guest signature on registration slip.
Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift.
Issue guest safety deposit boxes as requested.
Advise guest of any messages, mail, faxes, etc. received for them.
Communicate service and amenities of the hotel to guests.
Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
Take, record and relay messages accurately, completely and legibly.
Offer detailed information on the voice mail system to callers and guests wishing to leave messages.
Accept and record wake-up call requests.
Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity deliver).
Meet with departing Front Desk Agent to review business status, log-book and follow up items.
Provide Concierge service - fluent knowledge of local restaurants, special events, city attractions, and guest amenities.
Knowledgeable of hotel fire and emergency procedures.
Keep the front desk as well as lobby areas clean and well organized.
Assist with reservations calls in a professional manner.
Legibly document maintenance needs in front desk log, guest follow up logs and maintenance requests and inform Manager on Duty.
Familiarize yourself with the procedures and policies regarding approved CCI vendors.
Maintain complete knowledge at all times of:
o All hotel features/services, hours of operation.
o All room types, numbers, layout, deco and location.
o All room rates, special packages and promotions.
o Daily house count and expected arrivals/departures.
o Room availability status for any given day.
Complete final manual postings for all miscellaneous income departments.
Balance all miscellaneous charges and transactions for current shift.
Complete a Clerk Productivity Report to determine any and all inappropriate rates as well as double checking work for inaccuracies.
Prepare all management reports for hotel management.
Perform research on credit card charge-backs as directed by hotel management.
Clean hotel lobby including sweeping, mopping and cleaning counters.
Clean public areas.