Front Desk Agent

Description

Job Summary: The front desk agent provides warm and professional service, ensuring an excellent guest experience through efficient registration and comprehensive assistance. Key Highlights: 1. Provide warm and professional service to guests. 2. Process check-in and check-out efficiently. 3. Respond to guest requests and concerns. **Purpose of the Role** The front desk is often the first point of contact and the first impression for guests. Warm and professional service, along with helpful guidance, will demonstrate to guests that they made the right decision in choosing to stay with us. To deliver an excellent guest experience, a front desk employee will efficiently process guest check-in and check-out, and ensure guests have everything needed for an outstanding stay. **Duties and Responsibilities** · Welcome guests warmly, promptly, and professionally, recognizing IHG® Rewards Club Members and repeat guests. · Process guest check-in, issue room keys, provide information about hotel amenities and room location. · Ensure required guest identification is obtained during check-in, in accordance with local legislative requirements. · Answer telephone calls promptly and courteously. · Offer higher-rate rooms when possible to maximize hotel revenue. · Respond to, log, and process all calls, messages, requests, questions, or concerns from guests. · Record guest preferences in the system. · Process guest check-out, including resolution of any last-minute or disputed charges. · Accurately process all cash or credit card transactions using established procedures. · Issue, track, and release guest safety deposit boxes according to hotel procedures. · Escalate any pending requests or issues to management if additional supervision or follow-up is required. · Take appropriate actions to resolve guest problems/complaints using proper service recovery guidelines. · Always adhere to the hotel’s established security protocols and procedures. Immediately report any health or safety incidents, security breaches, concerns, or suspicious behavior to the supervisor or on-duty manager. · Accept and record reservations for individuals and/or groups via phone or at the hotel; process cancellations, modifications, and updates to reservation information. · Work as part of a team and communicate with other departments per hotel procedures to ensure high-quality service. · Perform other assigned duties, including room inspections, concierge services, special guest requests, etc. Position Type: Full-time, Permanent Salary: $9,451.20 \- $10,951.20 per month Work Location: On-site