Job Description

Job Title: Front Desk Agent
Department: Front Office
Reports To: Front Office Management Team

MAJOR FUNCTION:

RESPONSIBILITIES:
• Greeting guest and providing excellent customer

• Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations
• Secure payment; verify and adjust billing
• Activate and issue room keys
• Process all guest requests and relay messages
• Print contingency lists to have a record of all guests in case of emergency
• Identify and explain room features to guests
• Supply guests with directions and information regarding property amenities, service, and hours of operation, and local areas of interest
• Ensure that any outstanding requests or problems from the previous day receive
priority and are resolved
• Run and review daily reports/logs
• Complete designated cashier and closing reports in the computer system
• Accept and record wake-up call requests and deliver to appropriate department
• Count bank at beginning and end of shift; secure bank
• Process all payment types, adjustments, paid-outs, correction vouchers, and miscellaneous charges; provide change
• Coordinate and handle room assignments and pre-arrivals
• Operate Opera PMS system, target enrollments for IHG Rewards program
• Inventory of gift shop items

PHYSICAL REQUIREMENTS:
• Must be able to move, lift, carry, push, pull and
place objects weighing less than or equal to 25 pounds without assistance
• Must be able to reach overhead and below knees,
including bending, twisting, pulling, and stooping
• Must be able to stand, sit, or walk for an extended
period of time

OTHER REQUIREMENTS:
• Ensure uniform and personal appearance are clean and professional
• Regular attendance in conformance with Meyer Jabara standards is essential to the successful performance of this position; employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel
• Follow all company and safety and security policies and procedures
• Maintain confidentiality of proprietary information
• Ensure adherence to quality expectations and standards
• Welcome and acknowledge all guests according to company standards
• Anticipate and address guests’ service needs
• Speak with others using clear and professional language
• Previous hotel & tourism experience is an asset
• Excellent communication skills
• Professional attitude
• Good organizational skills
• Effective conflict management and decision-making
• Previous experience in customer service is an asset
• Ability to use a variety of computer applications
• Cash handling experience is an asset
• Administrative skills
• Time management skills
• Ability to speak a second language is an asset
• Working knowledge of the facility, services and local area
• Perform any duties as assigned by Front Office Manager