Front Desk Agent

Responsibilities

• Check in the arriving guest and check out the departing guests in a friendly and caring manner according to the standards.
• Upon check-in, register guests, assign rooms, and assist guests in completing the registration cards.
• Accommodate special requests whenever possible.
• Use suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Verify the guest’s method of payment and follow established credit-checking procedures or refer cash handling payment to cashiers.
• Upon the departure of guests, process the guest check-out procedures.
• Receive payment from guests. Settle the guest account and give a copy of the invoice.
• Handle all front office cashier activities such as posting charges to guests and exchanging foreign currency according to the procedures.  At the end of the shift, balance their cash float.
• Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information, and takes appropriate actions or refer the matters to the relevant persons to handle.  It may be and is not inclusive of issuing a safe deposit box, handling messages, or dealing with complaints.
• Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests.
• Possess a working knowledge of the room reservation procedures.

Skills & requirements

• High school diploma or suitable equivalent
• Previous experience in the same role in a luxury hotel is preferred
• Well-groomed, professional appearance
• Outstanding written and verbal communication skills
• Physically agile, and able to stand for extended periods