Front Desk Agent

Job Description

The Front Desk Agent is a central part of the Front Office Team whose main objective is to ensure our guests have a smooth arrival and departure experience.<br><br><strong><u>Job Description<br></u></strong><ul><li>Checks in guest in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest.</li><li>Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction.</li><li>Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, and exchanges foreign currency. Reconciles all transactions at the close of each shift. </li><li>Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.</li><li>Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.</li><li>Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in The Employee Handbook.</li><li>Works harmoniously and professionally with co-workers and supervisors.</li><li>Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator.</li><li>Provides accurate information to guests in a courteous manner; fill all reasonable guests requests or requirements; anticipates guests needs</li><li>Takes messages for in-house or arriving guests in accordance with procedures, with an emphasis on accuracy and proper follow-up</li><li>Properly handle incoming and outgoing mail, packages and email/faxes</li><li>Know what activities are available in the city, i.e. theater, the arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc. and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc. for guests</li><li>Recite all hotel services, hours of operation, key personnel, hotel policies, etc.</li><li>Keep the senior management well-informed of any guests problems or complaints, and action taken</li><li>Assist in the reconciliation of charges originating from the Concierge Desk (i.e., limousines, car rentals, flowers, tours)</li><li>Display a high level of integrity and professionalism at all times in dealing with guests, employees and outside contacts</li><li>Respond and process guest activities/tickets/dining reservations within timely manner</li><li>Respond properly in any hotel emergency or safety situation</li><li>Be able to perform front desk and concierge tasks simultaneously and in an efficient way without neglecting either responsibilities and tasks</li><li>Perform other tasks or projects as assigned by hotel management and staff</li><li>Knowledge of PMS (Opera, POS)</li><li>Work flexible days and shifts, including overnight shift</li></ul>