What are the responsibilities and job description for the Front Desk Agent position at Winston Hospitality, Inc.?
FUNCTION:
Greets and assists with guest arrivals and departures by handling guest check-ins and check-outs while providing prompt and courteous service, including receiving telephone calls, guest requests, guest reservations, fax and ensuring complete guest satisfaction.
RESPONSIBILITIES:
* Ensures complete guest satisfaction.
* Check-in and check-out of the guest.
* Complete guest registration process.
* Must be familiar with computer systems for guest reservation information.
* Must verify and imprint guest credit cards for authorization.
* Must be well versed in cash handling and accurately balance house bank.
* Assigns guests rooms based on preferences and availability.
* Drives the Revenue Management process.
* Handling guest concerns in a tactful manner and achieving resolution.
* Answers questions in regards to the hotels facilities and services.
* Answering telephones and booking reservations.
* Answering Guest inquiries i.e. directions.
* Recommending local area restaurants, points of interest, or needs for transportation.
* Handling guest needs.
* Maintaining cleanliness of front desk, lobby and back office.
* Following up with Guest check-ins, complaints, and other requests.
* Interacting with other departments and employees to ensure a good working relationship or for guest needs.
* Understands all Emergency procedures for incidents, accidents, fire, safety, or criminal activity.
* Participates on the hotel Safety Committee.
* Ensures that Quality Standards and Service are maintained for Property, Product, and People.
* Must be able to work all shifts or varying schedules to support business needs.
* Ensures Security for the hotel’s customers, employees, and property assets.
* Supports established policies and procedures for Winston Hospitality and the hotel’s brand.
* Responsible for performing “other duties” as assigned by management