Overnight Front Desk Agent

DUTIES AND RESPONSIBILITIES:

· Welcome guests in a friendly, prompt and professional manner.

· Register guests, issue room keys, provide information on hotel services and room location.

Answer phones in a prompt and courteous manner.

· Up-sell rooms where possible to maximize hotel revenue.

· Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.

· Complete and transmit daily accounting reports and prepare them for review by hotel management

· Issue, control and release guest safe-deposit boxes.

· Communicate any outstanding guest requests or issues to management that may require

additional monitoring or follow-up.

· Respond appropriately to guest complaints. Make appropriate service recovery gestures in order

to ensure total guest satisfaction.

· May routinely book guest reservations for individuals and/or groups that are requested either by

phone or from within the hotel; process cancellations, revisions, and information updates on

changes.

· Promote team work and quality service through daily communications and coordination with

other departments.

· Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.

 

QUALIFICATIONS AND REQUIREMENTS:

High School diploma or equivalent, plus one year front desk/guest service experience. Some college preferred. Must speak fluent English. Other languages preferred.

 

This job requires ability to perform the following:

· Frequently standing up behind the desk and front office areas

· Carrying or lifting items weighing up to 50 pounds

· Handling objects, products and computer equipment

· Use a keyboard to operate various property management and reservations systems, etc.

 

Other:

· Communication skills are utilized a significant amount of time when interacting with guests and employees.

· Reading and writing abilities are utilized often.

· Basic math skills are used frequently.

· Problem solving, reasoning, motivating and training abilities are often used.

· Required to work the overnight shift

· May be required to work other shifts, weekends, and/or holidays.