Front Desk Agent

Position:                 Front Desk Agent

Reports To:            Front Desk Manager/Front Office Manager/Assistant General Manager

Essential Responsibilities:

Responsibilities

• Perform all check-in and check-out tasks
• Manage online and phone reservations
• Inform customers about payment methods and verify their credit card data
• Register guests collecting necessary information (like contact details and exact dates of their stay)
• Welcome guests upon their arrival and assign rooms
• Provide information about our hotel, available rooms, rates and amenities
• Respond to clients’ complaints in a timely and professional manner
• Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
• Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
• Upsell additional facilities and services, when appropriate
• Maintain updated records of bookings and payments

Skills

• Work experience as a Hotel Front Desk Agent, Receptionist or similar role
• Experience with hotel reservations software, like StayPMS and Onity Key Solutions.
• Understanding of how travel planning websites operate, like Expedia, Booking.com and TripAdvisor
• Customer service attitude
• Excellent communication and organizational skills
• Degree in hotel management is a plus

Physical Demands:

Standing for varying lengths of time while operating the computer with frequent stretching, talking, hearing, smiling.