Front Desk Agent Job Description

Organization:

• Report for duty on time with departmental personal presentation standards (uniform & nametag).
• Submit time off requests per department guidelines.
• Be aware of planning learning/training and attend as required.
• Organize your workstation to ensure you can deliver excellent customer service.
• Be aware of department standards, goals, objectives, and performance.
• Understand the products we sell, their price, and the processes and systems designed to present them to our customers.
•  Communicate clearly between customers, reservations, housekeeping, and other hotel departments – both ways.

Customer Engagement:

• Be proactive in ensuring all guests are welcomed and have departed promptly.
• Demonstrate and prioritize customer needs and wants.
• Promote upselling.
• Be fully briefed pre and post-shift, VIPs, special needs, etc.
• Respect the privacy of our customers.
• Maximize enrollment in our Loyalty program and acknowledge current members.
• Consistently capture guest preferences in the guest profile.
• Maintain a safe secure environment for yourself, guests, and co-workers.
• Ensure that guest issues are addressed promptly.

Team Work:

• Ensure your behavior respects the privacy, safety, and security of our guests and co-workers.
• Maintain guest balances, and cash balances, and comply with credit card policies.
• Provide constructive suggestions and feedback to management.
• Apply yourself fully during team training and briefings.
•  Always deliver your best in your role and support your co-workers.