Front Desk Agent
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Front Desk Agent

Rosewood Washington

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Cerrada

Front Desk Agent

Sobre el trabajo

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.
Cerrada

Front Desk Agent

Georgetown, Washington, DC, Estados Unidos

De temporada, Indefinido

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