Hotel Front Desk Agent Job Description

Hotel Front Desk Agent Job Description

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Hotel front desk agent provides detailed and accurate information in person or over the phone regarding hotel policies, services, amenities, and special promotions.

Hotel Front Desk Agent Duties & Responsibilities

To write an effective hotel front desk agent job description, begin by listing detailed duties, responsibilities and expectations. We have included hotel front desk agent job description templates that you can modify and use.

Sample responsibilities for this position include:

Remains up to date with all rates, packages and promotions being offered by the hotel
Perform basic porter duties, including delivering guest packages, faxes, and mail, assisting guests with luggage transportation and storage, escorting guests to their rooms as required, and driving shuttle van to locations within the Stanford community
Run various computer reports at the beginning and end of the shift (checklist, D2L, D2S, Guest Folio)
Assist in general maintenance and inventory of Front Office equipments, supplies
Answer multiple phone lines in a fast-paced and distracting environment
Coordinate email travel inquiries with internal and external customers
Perform routine hotel functions, such as taking reservations and registering and checking out guests
Perform basic concierge duties, including assisting with travel and transportation arrangements, informing guests about local amenities, coordinating guest dry cleaning, and securing guest valuables in safe deposit boxes
Ensure guest safety and satisfaction by monitoring building access and maintaining key controls, submitting minor repair work orders, and coordinating room preparation with housekeeping
Review daily transactions for accuracy

Hotel Front Desk Agent Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Hotel Front Desk Agent

List any licenses or certifications required by the position: AED, CPR

Education for Hotel Front Desk Agent

Typically a job would require a certain level of education.

Employers hiring for the hotel front desk agent job most commonly would prefer for their future employee to have a relevant degree such as High School and Bachelor's Degree in Hospitality, Education, Math, Supervision, Hospitality Management

Skills for Hotel Front Desk Agent

Desired skills for hotel front desk agent include:

But not limited to
Packages
Promotions
Room categories
Room rates
Services and amenities available to guests to help them feel at home
Emergency procedures and company policies
Phone system
Zia Park amenities any special events
Cancellation policies

Desired experience for hotel front desk agent includes:

Occasionally twist/bend/stoop/squat
Support front desk staff as part time Agent, filling 1-3 shifts as needed
Will work variable shifts (evenings, overnights, weekends, holidays) within a 24-hour, seven day per week operation
Preferred 6 months experience in hotel, front desk and/or guest service
Must possess and maintain valid licenses and/or certifications which are job related and required by law
At locations which operate a hotel courtesy van/shuttle, must possess and maintain a valid, current, non-restricted driver’s license if required to drive

Hotel Front Desk Agent Examples

1

Hotel Front Desk Agent Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of hotel front desk agent. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for hotel front desk agent
  • Longevity seeking
  • Registers guests into the hotel, ensuring all relevant details are obtained on the registration card while adhering to the hotel’s credit policy and such details are recorded in the hotel’s computer system
  • Advise Guest Relations and Duty Managers of VIP arrivals
  • Control guest room moves to ensure all departments are notified using the correct form
  • Handles incoming messages, parcels and communications for guests in coordination with the Bell Desk and maintain a record
  • In the absence of Guest Services staff, re-confirm guest airline reservations and advise guests accordingly
  • Maintains guest accounts and charge records, back-ups are cleared on a daily basis
  • Attend to guest queries and complaints in as far as he/she is capable, then refer them to the Reception Manager or Duty Manager
  • Checks correspondence and guest histories of all arrivals for the day
  • Maintains control of guest room keys
Qualifications for hotel front desk agent
  • High school diploma preferred or equivalency
  • Must have scheduling flexibility and can work any day during the week including weekends and holidays
  • Must have scheduling flexibility and can work any overnight shift during the week including weekends and holidays
  • Basic math skills such as adding, subtracting, fractions, decimals, percentages
  • Must have scheduling flexibility and can work any shift during the week including weekends and holidays
  • Solicits Six Continents Club membership while maintaining a rapport with current members
2

Hotel Front Desk Agent Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of hotel front desk agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for hotel front desk agent
  • Develops a detailed knowledge of reservations policies, room locations, types and configurations, and cancellation policies
  • Promotes and arrange airport transfers, car hire and tours with hotel limousines as and when requested
  • Prepares guest room keys, welcome booklet, registration card, welcome letter for all individual group arrivals of the day
  • Audits cashier duties on a daily basis, solving all discrepancies related to Receptionist/ Cashier, reported from Accounts Department
  • Remains aware of the hotel’s budgeted occupancy and average room rate
  • Reviews and plan for the day’s current status of arrivals, departures, discrepant rooms and the projected day’s occupancy
  • Executes and resolve room discrepancies periodically during shift
  • Receive and record reservations for hotel outlets and forward them to concerned outlet
  • Offers luggage assistance upon check out and request guest comments, if any about their stay
  • Maintain the reception logbook & Fidelio traces for detailed handover
Qualifications for hotel front desk agent
  • Assist Guest relations staff and Duty Manager in escorts of al arrivals
  • Assist in Airport Escorting service
  • Resets all micros point of sales after the close of outlet for the next day operation
  • Prepares F&B recap summary as per Micros Reading
  • Balances all Fidelio Revenue reports with individual outlet reports
  • Balances adjustment voucher (misc
3

Hotel Front Desk Agent Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of hotel front desk agent. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for hotel front desk agent
  • Perform other tasks as assigned by the Front Office Manager
  • Assist in general maintenance and inventory of Front Office
  • Listen to guest inquiries and provide appropriate responses
  • Promote team work and quality service through daily communications and coordination wit other departments
  • Provide general information to callers, including services and facilities available, hours of operation, daily activities, key resort personnel, special events and functions
  • Accept and place wake-up call for guests
  • Assist guests with “Do Not Disturb” requests, screening calls, “No Information” calls, call transfers, forwarding, pick-up, establishing conference calls, collect calls and paging/radio transmissions and equipment
  • Assist guests with the placement of local and/or long distance calls
  • Report and log telephone maintenance and operational problems
  • Assist the Front Office Manager in the reconciliation of monthly telephone bills
Qualifications for hotel front desk agent
  • Completely familiar with Marriott Rewards program and can accurately communicate the benefits of these programs to guests
  • Continuously and proactively oversees the hotel’s Queue rooms, calling/zingle guests when rooms are ready
  • Assists GSA’s with all room changes, thoroughly documenting all changes and communicating pertinent information to all appropriate departments
  • Works with Housekeeping on a continuous basis to maintain accurate status of all guestrooms
  • Prints Guest Services reports according to required frequency schedule
  • Notifies Housekeeping of special requests, late checkouts, room changes, and day-use rooms
4

Hotel Front Desk Agent Job Description

Job Description Example
Our company is searching for experienced candidates for the position of hotel front desk agent. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for hotel front desk agent
  • Considerable amount of hotel front desk experience
  • Responsible for maintaining the Front Desk operation which is the go-to location for lodging guests requiring assistance
  • Acts as a coordinator and communications liaison with owners, guess, resort security, resort senior management and emergency services depending on the situation
  • Responsible for following all established Front Desk procedures while continuously seeking new ways to improve the current process
  • Performs detailed QA on same-day arrivals and all next-day arrivals to identify and mitigate any potential guest or homeowner service issues and rectify any problems with outstanding balances, soft blocked rooms, out-of-order rooms and/or oversell situations Performs a daily “bucket check” to ensure filing of all registration cards accurately matches any updates
  • Acts as a liaison between guests and other departments
  • Reconciles petty cash/change box daily
  • Maintains cleanliness of Lobby, entryways, pool areas, stocks towels, picks up outside trash and dog poop as needed and empty’s trash cans both inside and outside as needed
  • Interact with staff in a professional manner, assisting other departments with necessary information
  • Obtains information necessary to guarantee rooms
Qualifications for hotel front desk agent
  • Enters guest comments daily on GSS board for communication to Hotel Executive Committee
  • Ability to deal courteously and efficiently with customers and other company personnel - required
  • Must live in close proximity to hotel
  • High school plus diploma - required
  • Make appropriate service recovery gestures in order to ensure total guest satisfaction
  • Ability to clearly communicate (verbal and written with guests, associates and vendors
5

Hotel Front Desk Agent Job Description

Job Description Example
Our innovative and growing company is hiring for a hotel front desk agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for hotel front desk agent
  • Perform duties as a Resort Services Operator
  • Complete mid-say and other follow-up calls
  • Be actively involved in front desk special projects, task and initiatives
  • Cash handling and bank reconciliation responsibilities
  • Work in conjunction with other hotel departments and employees to provide exceptional guest service and ensure all guest requests and standard requirements are attended to
  • He / she will cover several night shift for month
  • Welcomes and provides personal recognition promptly and professionally to guests upon arrival
  • Offers each guest a welcome drink upon arrival, completes the check-in transaction efficiently, describes the hotel services and demonstrates the Wellness Wall and applicable guests mobile device applications
  • Interacts with guests to discover their wellness needs and offers options to help guests make healthier choices during their stay
  • Extends invitations to hotel wellness programs and best support the guests’ wellness routines
Qualifications for hotel front desk agent
  • Responds appropriately to guest complaints and implements appropriate service recovery guidelines in order to ensure total guest satisfaction
  • Seeks and uses guest feedback to build relationships with guests, and drives continuous improvement in guest satisfaction
  • Exceptional scheduling availability to work weekends, holidays, and OT
  • Minimum 6 months of Hotel Front Desk experience
  • Provide a strong sense of arrival and welcome
  • Diploma / Degree from a reputable hotel school - advantageous

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