Front Desk Agent
Front Desk Agent
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Job Description
Guest Service RepresentativeJob Description
Position: GuestServices Representative
FLSA Class: Hourly NonExempt
Reports to: Front Office Manager (FOM)
Job Summary:
The Guest Service Representative worksat the front desk of the hotel and providesservice to hotel guests and clients. The GSR greets and checks inarriving guests and checks out departingguests. The GSR provides excellent customer service to all guests makes reservations for guests arriving on thesame day or future dates answers incomingphone calls and responds to any guest inquiries or requests.
Duties and Responsibilities:
Block incomingreservations based on guest requests and the availability of rooms to meet those requests.
Block arrivingreservations of all groups if deemed necessary preregister the rooms in the property computer system placekeys in envelopes and note the roomnumber on the envelopes.
Register allincoming guests making sure that all pertinent information is obtained registration card is completed andthe method of payment is established.
Accept and recordcredit card and photo ID information on guest accounts in the hotel computer system.
Assistas needed in other departments and areas including the Guest Breakfast Housekeeping Laundry and propertydesignated events.
Maintain thecleanliness of the back office and front desk area.
Anticipate guestneeds respond promptly and acknowledge all guests in a timely and courteous fashion.
Always maintain apositive attitude.
Address andresolve guest complaints in a timely manner to ensure guest satisfaction.
Document allguest requests and concerns and communicate information to the responsible personnel for proper handling ina timely manner.
Prepare a shiftdrop verifying the totals determined match the totals in the property management system.
Maintain theconfidentiality and security of proprietary company information correspondence reports and files.
Handle anddocument all Lost and Found items as directed by managements policies and procedures.
Perform otherduties as assigned by management.
Follow and adhereto all standards and regulations set forth by your hotel and as directed by management.
Be aBrand Ambassador of A&Rs Culture Mission and Values.
Required Skills and Experience:
Previoushospitality industry experience preferred but not required
Highly energeticand motivated individual
Ability to takeinitiative and work with little direction
Excellentinterpersonal and communication skills with strong customer/client focus essential
Strongproblemsolving skills
Ability to workin a fastpaced high pressure environment
Ability to shiftand manage multiple priorities
Results drivenfocus and ability to work through to completion in a timely manner
Overtime may berequired at times during the busy season as directed by management
Proficiencyat an intermediate level with computers and computer programs includingMicrosoft Office
Apassion for delivering exceptional levels of guest service
Other Skills Required:
Physical: Must be able to stand forperiods of time; ability to lift to 25 lbs.; may require frequent bending stooping andkneeling
Mathematical: Must be able to usebasic mathematical techniques includingpercentages and ratios
The above statements are intended todescribe the general nature and level of work being performed by peopleassigned to this job. They are not intended to be an exhaustive list of allresponsibilities duties and skills required of the job.
I have reviewed and understand my job description.
Signature Date
Required Experience:
Unclear Seniority
Employment Type
Full Time
