Front Desk Agent

[{{ $ctrl._job.status.name | translate}}] Front Desk Agent
Rosewood Washington

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Job description

Shift Type: Flexible

Job Title: Front Desk Agent

Education: Some College Coursework Completed

Location: Rosewood Washington, D.C. - Washington, DC, DC 20007 US (Primary)

Career Level: General Associate

Category: Front Office (FD, Concierge, GS, BD, PBX, Valet, GR, Door)

Job Type: Seasonal

Compensation Currency: USD

Travel: 0 - 10%

Job Description: OVERVIEW/BASIC FUNCTION:
 
Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements.  Provide information and assistance to all guests and visitors.
 
 
 
RESPONSIBILITIES:
 
 
 
·         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 at all times of:
 
All hotel features/services, hours of operation.
 
All room types, numbers, layout, decor, appointments and location.
 
All room rates, special packages and promotions.
 
Daily house count and expected arrivals/departures.
 
Room availability status for any given day.
 
Scheduled daily group activities / VIP’s.
 
All Residence types and features.
 
All Residence rates and policies.
 
 
 
 
 
·         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 departing Front Desk Agent to review business status and follow up items.
 
 
 
·         Access all functions of computer system.
 
 
 
·         Set up work station 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 / Assign Residence
 
 
 
·         Advise guest 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 guest 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., sharewiths, 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.
 
 
 
·         Issue safe deposit boxes to guests and ensure security of keys.
 
 
 
·         Distribute all guest and department mail.
 
 
 
·         Monitor, send and distribute guest faxes.
 
 
 
·         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).
 
 
 
·         Communicate any Resident’s issue to the Residence Manager and act accordingly.
 
 
 
·         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.
 
 
 
·         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.
 
 
 
·         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 _____ 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.

Requirements

See description

Job type
Seasonal
Location
Georgetown, Washington, DC, United States
Department
Front Office reception
Starting in
As soon as possible

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