Front Desk & Reservations Agent ("Agente de Recepcion & Reservaciones")

POSITION PURPOSE 

The Front Desk & Reservations Agent serves as the initial point of contact for hotel guests. They use their skills and professional experience to anticipate guest needs and ensure a positive experience during their stay. Responsibilities include booking reservations, checking guests in and out, and accommodating any special requirements or requests.

ESSENTIAL RESPONSIBILITIES

• Greet and welcome guests upon arrival.
• Execute the registration and checkout process at the front desk.
• Accept payment for guests’ accounts both at the time of registration and at checkout.
• Maintain a house bank and make a deposit and accurate reports of receipts daily. Cash checks and exchange currency for guests.
• Accurately handle cash transactions and balance a cash drawer to the given amount. 
• Acknowledge rewards members and returning guests.
• Take and manage guest bookings, up-selling opportunities and tell them about ways to improve their stay.
• Handle cash and credit transactions.
• Review of the current day’s arrival reports. Check all special request reservations to ensure that the room is blocked by request, VIPs identified, billing is set up correctly, deposits are taken, and other departments are notified of room assignment.
• Attend all scheduled training, departmental and hotel meetings. 
• Ensure awareness of special promotions, daily activities, arriving VIP’s, Group/Conferences in house, special requests, and scheduled shuttles.
• Practice safe work habits and ensure safe work practices to avoid injury to self and others. 
• Ensure all privacy and security protocols are followed as well as departmental and company procedures.
• Answer all calls promptly and correctly transfer all calls to appropriate departments.
• Confer and cooperate with other departments to ensure coordination of guest needs. Logging of all guest requests and room defects in the appropriate system. Follow up with guest after the completion of requests and repairing of any defects to ensure resolution to their satisfaction.
• Accurately make and manage room reservations. 
• Assist the Sales team with room availability lists. 
• Support the research of Travel Agent commission requests. 
• Assist Department Managers by utilizing guest history for research purposes. 
• Verify the accuracy of incoming reservations. 
• Maintain comprehensive knowledge of rack rates, room types, package plans, discount policies, hotel services, and food and beverage operational hours. 
• Understand all available room types, their locations, and layouts. 
• Possess knowledge of local attractions, hotel facilities, services, directions, and activities both within and outside the hotel. 
• Accurately process reservations from hotel departments, travel agents, mail, telephone, fax, or central reservation systems referrals. Handle cancellations and modifications promptly and communicate updates to the Front Desk. 
• Process amenity requests from all non-guest parties. 
• Demonstrate general business communication skills, including the development and preparation of reservation-related correspondence. 
• Assist in training new Reservations Department staff and Front Office personnel undergoing cross-training.
• Answer inquiries pertaining to hotel policies, services, registration, shopping, dining, entertainment, and travel directions.
• Maintain an e