Front Desk Agent

1.

JOB TITLE

Front Desk Clerk 2.

DEPARTMENT

Front Desk 3.

SCOPE OF RESPONSIBILITY

To ensure that all necessary Front Desk activities are accomplished. 4.

EMPLOYEE MANUAL

All employees must completely understand the requirements of their job. Prior to being assigned to the position, a complete understanding of the Hotel's Employee Manual is necessary since the person holding the position will be subjected to the rules and regulations listed in the manual. 5.

ESSENTIAL TASKS

a. Greet all customers who approach the Front Desk in a smiling, friendly manner. b. Check-in arriving guests in the most efficient manner possible, following all established procedures and policies. c. Check-out departing guests in the most efficient manner possible, following all established procedures and policies. d. Review arriving reservations for the day early in the shift, checking for special requests, VIP's, etc., pre-assigning rooms as necessary. e. Pre-register groups that have requested pre-registration. f. Count cash drawer at beginning and end of each shift. Prepare shift deposit accurately, following standard procedures. g. Have complete understanding of all aspects of the MICROS cash register operation. h. Compare housekeepers report with the folio bucket at the beginning of the PM Shift or when Housekeeping is finished for the day. j. Record messages and receive mail for arriving and in-house guests. Ensure that message lights are turned on and off as necessary. k. Check all guest folios during each shift, checking for potential credit problems. Ensure that all guests have either sufficient cash balances or authorized credit cards to cover expected charges. Take steps to notify cash customers who have used their credit balances to come and pay on their account. l. Record future reservations for any guest by phone or in person, following all standard procedures. Always check for sold-out dates before promising availability. m. Handle complaints efficiently and courteously. Listen carefully to the guest's problem. If possible, take immediate personal responsibility to correct the problem. If you cannot correct the problem with available resources, notify your supervisor or the General Manager immediately. Always report the nature of the complaint to the General Manager so that an apology letter or other steps may be taken. n. Post phone charges promptly. Post any other charges incurred by guests during your shift using standard procedures. o. Take each available opportunity to upsell arriving guests to highest rated room. p. Coordinate with Housekeeping on room statuses frequently during the day, transmitting check out rooms to Housekeeping and receiving ready rooms from Housekeeping. q. Complete Housekeeping Report on PM Shift. Accuracy is very important. s. Be knowledgeable about scheduled groups and meetings. Take time to read function sheets and reservations in order to be completely familiar with them. u. Coordinate with Maintenance on any guest reported or observed problems. v. Answer telephone efficiently and pleasantly within three rings and with correct phrasing. Determine nature of call and transfer to proper extension. w. Complete shift checklist before end of shift. y. Log all reservations in reservations log for your shift. 6.

REPORTS TO

FOM 7.

SAFETY STATEMENT

As an employee of Hilton Garden Inn Webster, it is your responsibility to be aware of and report any and all safety hazards or violations you may see or witness in the course of performing your required duties.

Pay:

$10.00 - $12.00 per hour

Benefits:

Employee discount Flexible schedule

Work Location:

In person