As a Front Desk Agent, you are the first point of contact for guests visiting our establishment. You will be responsible for providing exceptional customer service, managing reservations, and ensuring smooth check-in and check-out processes. Your friendly demeanor, attention to detail, and problem-solving skills will contribute to creating a positive experience for our guests.
Responsibilities:
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Guest Services:
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Welcome guests upon arrival with a warm and friendly greeting.
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Assist guests with check-in and check-out procedures efficiently and accurately.
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Respond to guest inquiries, provide information about hotel amenities, local attractions, and dining options.
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Handle guest requests, complaints, and concerns promptly and professionally, seeking to resolve issues to their satisfaction.
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Reservations and Room Assignments:
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Manage reservations through the property management system (PMS), including booking, modifying, and canceling reservations.
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Ensure accuracy of guest information, reservation details, and room assignments.
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Coordinate with housekeeping and maintenance staff to ensure timely room readiness and resolve any issues affecting room availability.
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Cash Handling and Billing:
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Process guest payments, including cash, credit/debit cards, and other forms of payment.
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Verify accuracy of charges, collect payments, and issue receipts.
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Handle billing inquiries and discrepancies, addressing them in a timely and professional manner.
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Safety and Security:
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Maintain security measures, including monitoring guest access to the hotel and enforcing hotel policies.
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Follow safety protocols and emergency procedures, including evacuations and medical emergencies.
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Report any suspicious activities or incidents to management and/or security personnel.
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Administrative Tasks:
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Maintain accurate records of guest interactions, reservations, and payments.
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Generate daily reports, including occupancy rates, arrivals, departures, and revenue.
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Complete administrative duties such as filing, copying, and data entry as needed.
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Communication and Team Collaboration:
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Communicate effectively with other hotel departments to coordinate guest services and resolve issues.
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Collaborate with housekeeping, maintenance, and management to ensure guest satisfaction and smooth operations.
Qualifications:
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Previous experience in hospitality, customer service, or a related field preferred.
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Excellent communication and interpersonal skills.
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Strong organizational and multitasking abilities.
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Attention to detail and accuracy in handling guest information and transactions.
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Flexibility to work various shifts, including evenings, weekends, and holidays.