Front Desk / Guest Service Agent

    • Job Tracking ID: 512497-709963
    • Job Location: Pasadena, CA
    • Job Level: Entry Level (less than 2 years)
    • Level of Education: High School/GED
    • Job Type: Full-Time/Regular
    • Date Updated: January 21, 2020
    • Years of Experience: Less Than 1 Year
    • Starting Date: ASAP
    • FLSA Status: Non-exempt
    • Computer Skills: Microsoft Office, Opera
    • Certifications: N/A
    • Experience: Prior hospitality experience required; front office preferred
    • English Speaking: Excellent
    • English Writing: Excellent
    • English Reading: Excellent
    • Must be eligible to work in the U.S.A.: Yes
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Job Description:

Under the supervision of the Director of Guest Experiences, responsible for Check-in and check-out of hotel guests courteously and efficiently; process all payments according to established hotel guidelines. Assist and follow up with guest requests and inquiries. Provide information and service according to hotel standards and policies. MUST BE ABLE TO WORK EVENING SHIFTS, WEEKENDS AND HOLIDAY SHIFTS.

Required Functions or Duties 75% of time

Indicate the percentage of total job time spent in each function expressed to the nearest 5 percent.

1) Maintain complete knowledge at all times of:

a) All hotel features/services, hours of operation.

b) All room types, numbers, layout, decor, appointments and location.

c) All room rates, special packages and promotions.

d) Daily house count and expected arrivals/departures.

e) Room availability status for any given day.

f) Scheduled daily group activities.

2) Maintain complete knowledge and comply with all hotel and departmental policies and procedures.

3) Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.

4) Meet with supervisor to review daily assignments and priorities.

5) Meet with departing Front Desk Agent to review business status and follow up items.

6) Access all function of computer system according to established procedures and standards.

7) Set up workstation with necessary supplies; maintain cleanliness throughout shift.

8) Answer department telephone within three rings, using correct greeting and telephone etiquette.

9) Promote positive guest relations to all individuals approaching the Front Desk.

10) Accommodate all requests for information in a friendly and gracious manner.

11) Process all guest check-ins according to established hotel requirements:

a) Confirm reservation in system and review all noted information; such as, full name, arrival/departure date, phone number, address, email address, form of payment, etc.

b) For guests without a reservation, sell a room type agreed upon.

c) Register guest in computer.

d) Verify reservation information with guest.

e) Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.

f) Assign guest room.

g) Advice guest of any messages, mail, faxes, etc. received for them.

h) Communicate services and amenities included in packages to guests on packages.

i) Obtain Bell Person to escort guest and transport their luggage to the room.

12) Maintain guest history files on all guests.

13) Set up accurate accounts for each guest checking in, according to guest requirements.

14) Accommodate room changes expediently.

15) Handle guest complaints according to the instant pacification procedures, ensuring guest satisfaction.

16) Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction.

17) Take, record and relay messages accurately, completely and legibly.

18) Accept and record wake-up call requests; deliver to PBX.

19) Document and confirm reservations and cancellations, including blocking rooms in the computer.

20) Pre-register designated guests and prepare key packets.

21) Communicate pertinent guest information to designated departments/personnel.

22) Resolve discrepancies on the room status report with Housekeeping.

23) Match the bucket check to in-house guest ledger report; report discrepancies to manager.

24) Process all checkouts according to established hotel requirements.

a) Resolve any late charges.

b) Present folio to guest and resolve any disputed charges.

c) Settle guest accounts following Accounting procedures.

d) Retrieve guest room key from guest.

e) Request guest comments on their stay.

34) File guest room keys and ensure the safe keeping of keys at the Front Desk.

35) Adhere to all cashiering procedures:

a) Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

b) Make change for guests.

c) Post charges.

d) Settle room accounts.

e) Run closing reports.

f) Count bank at end of shift.

g) Complete designated cashier reports.

h) Balance receipts.

i) Drop receipts.

j) Secure bank.

37) Perform other duties as assigned by Shift Manager or Director of Guest Services.

38) Conduct daily briefing and de-briefing in the absence of the immediate supervisor.

39) Attend briefing and departmental meetings or as assigned by supervisor.

Experience and Skills:

Additional Job Functions or Duties 25% of time

List those job duties that are not listed above, and the percent of total job time spent in each function to the nearest 5 percent.

1) Move, lift, carry, push, pull, and place objects weighing up to 50 pounds without assistance.

2) Continuous grasping, writing, standing (entire shift), walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity.

3) Reach overhead and below the knees, including bending, twisting, pulling, and stooping.

4) Manual ability to use, carry and operate all necessary equipment.

Minimum Job Requirements - Skills, experience, etc.

1) High School Diploma or equivalent required.

2) At least one year previous experience as a Front Desk Agent in an upscale hotel preferred.

3) Ability to compute accurate mathematical calculations.

4) Communicates effectively with clients, guests, and staff in English.

5) Ability to work with a partner in order to promote healthy teamwork environment.

6) Ability to work independently.