Front Desk Agent Job Description Overview
The Front Desk Agent is responsible for assisting guests with all frontoffice-related functions in an efficient, courteous, and professional mannerthat maintains high standard of service and hospitality, in accordance withstandard policies and procedures.
Duties and responsibilities include, but are not limited to:
- Greet guests warmly and perform check-in/check-out/registration procedures
- Answer incoming calls within 3 rings with an appropriate greeting andtelephone etiquette
- Anticipate guest needs, respond promptly, and acknowledge all guests
- Maintain knowledge of current events, activities, dining and entertainment inand around the hotel's neighborhood and surrounding areas
- Maintain composure under pressure and resolve any guest conflicts withempathy and efficiency, with the goal of guest satisfaction
- Direct Bell Person to escort guest and transport their luggage to the room
- Responsible and accountable for bank and cash-handling - Run daily reports and logs, identifying and handling any special requests
- Post charges and adjustments to guest accounts as required - Review folios, accounts, and charges with guests during the checkout process - Handle overbooked or walked in guests
- Upsell room categories, under various circumstances. Promote other servicesof the hotel
- Manage incoming packages and mails and deliver to appropriate departments orguests
- Maintain cleanliness and neatness of the front desk area, common areas andgeneral upkeep of the property
- Pass on with previous and following shifts
- Front Desk agent will be trained at Reservation, and can be placed atReservation if needed Job Requirements
- Bachelor/Master degree ispreferred. - Must be willing and able to work nights, weekends, and holiday shifts, ifnecessary.
- Excellent computer skills and knowledge of hotel PMS system preferred
- Excellent communication and organizational skills required
- Strong knowledge and command of the English language. Knowledge of at least 1other language is a plus.
- Customer service experience required; previous hotel experience is preferred
- Able to stand for long periods of time
- Able to lift up to 30 lbs
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发表于 2017-8-18 08:01:42
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