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Guest Service Agent/ Front Desk
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Follow dress code and personal appearance
policies at all times.
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Be ready to begin work at specified time.
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Be hospitable to all guests and provide
assistance with luggage, directions, etc.
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Promote your property at all times.
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Greet, thank, and extend service to customers
whenever possible.
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Always sell property over the phone; state
amenities before rates and close the sale.
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Be aware of competitor’s rates and facilities for
referral purposes and marketing strategies.
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Be hospitable to guests and provide assistance
with illnesses, tours, directions, etc.
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Be aware of restaurants and services in the area
for guest’s referral.
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Maintain all paperwork as required by your shift.
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Check registration cards for completeness,
accuracy and legibility.
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Check credit cards for validity and
acceptability.
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Responsible for cash drawer balancing.
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Operate switchboard and disperse calls as
required by your shift. Take guest
messages with accuracy, always noting time and date of message.
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Know all emergency procedures and how to respond.
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Know physical makeup of building; interior and
exterior layout.
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Keep all business confidential on and off duty.
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Know room rates, locations, and furnishings of
all rooms.
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Take reservations with accuracy and confirm as
requested. Ask for credit card numbers
to guarantee the room.
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Know status of reservations and turndowns on a
daily basis. Record turndowns
appropriately
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Monitor future availability at the property and
with Orchard and modify the inventory if needed or notify the Manager of the
changes needed.
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Take and make wake-up calls.
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Attend monthly staff meetings to discuss working
problems, make suggestions, etc.
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Have sufficient change available to finish the
work day.
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Check reports daily for accuracy and neatness.
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Complete all paperwork as required by the
Manager.
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Communicate with Housekeeping and Maintenance
daily on maintenance problems and coordinate late checkouts, stayovers and
available room status.
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Keep the General Manager aware of any possible
operational changes, which would better the Company as a whole (i.e.: ways to
increase efficiency and cut costs).
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Maintain Front Office cleanliness on a daily
basis.
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Report all maintenance problems immediately. (Fill out a work order.)
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Operate the continental breakfast. Review the supply of breakfast items daily
with the General Manager.
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Report lost keys to Maintenance and the Front
Desk Manager.
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Perform all duties assigned in a safe manner as
not to cause harm to you, coworkers, or guests.
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Treat coworkers with dignity, kindness and
respect.
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Be responsible for all duties assigned by the
Manager.