Front Desk Agent

Duties And Responsibilities

FINANCIAL RETURNS:

• Receive, register, check in and out guests according to Hotel Brand and legal requirements and enter guest details into the PMS
• Be familiar with all guest rooms to ensure rooms sales are maximised in accordance with selling strategies.
• Process all cashiering transactions in accordance with Front Office Accounting Standards.
• Responsible for float and ensure all accounting procedures are adhered to.
• Be fully conversant with hotel rooms, availability and rates and be able to sell accordingly
• Follow all Credit Policy and procedures
  

PEOPLE:

• Be involved and contribute at team meetings.
  

GUEST EXPERIENCE:

• Respond quickly to guest requests in a friendly manner. Follow up to ensure guest satisfaction.
• Be aware of functions, facilities, promotions and events taking place in the hotel
• Receive, process and confirm all reservations whether inbound or outbound
• Maintain all documentation as required.
• Liaise and follow up any actions required for guests.
• Control and monitor the allocation of rooms
• Courteously handle all incoming and outgoing telephone calls for guests and staff
• Ensure correct billing of all telephone charges to guests and monitor all administration extensions
• Process wake up calls
• Maintain guests voice mail system and manual message system
• Maintain all additional equipment required for all voice communication
• Receive guest enquiries and appropriately handle and log
• Liaise with relevant departments on all elements including but not limited to out of order, and guest needs maintenance, refurbishment.
• Maintain parcel log and follow procedures.
• Maintain log for all incoming / outgoing keys.
• Maintain privacy of guests with reference to room numbers, names, nationality, etc.
• Weekly safe box inventory.
• Update guest registration cards, update guest profile.
• Report anything considered as health or safety hazard & be aware of the IHG Health & Safety Policy
  

RESPONSIBLE BUSINESS:

• Follow acceptable practices as required by company policy and procedures.
• Be fully conversant with all hotel emergency procedures