Front Desk Agent Responsibilities

• Registers guests and assigns rooms, accommodating special requests whenever possible
• Assists in pre-registration and room blocking for upcoming reservations
• Thoroughly understands and adheres to credit, check-cashing, and cash handling policies and procedures
• Maintains up-to-date knowledge of room status and room tracking systems
• Knows room locations, room types, and current room rates
• Displays a sales-minded approach by offering options and alternatives to guests
• Uses suggestive selling techniques to promote room upgrades and hotel services
• Understands available room inventory, on-site activities, and hotel services
• Coordinates room status updates with the housekeeping department
• Notifies housekeeping of checkouts, early check-ins, late checkouts, special requests, and day-use rooms
• Possesses a working knowledge of the reservations process
• Handles same-day and future reservations when needed
• Understands and executes cancellation procedures
• Maintains secure guest room key storage and supervises access to safe deposit boxes
• Files room keys (for hotels using manual room key systems)
• Operates front office equipment efficiently
• Processes guest check-outs accurately and courteously
• Performs cashiering functions:
• Posts charges to guest accounts
• Processes paid-outs and currency exchange
• Settles guest bills and invoices
• Issues and closes guest safe deposit boxes following proper procedures
• Coordinates closely with housekeeping and engineering to address maintenance and repair needs
• Uses professional telephone etiquette at all times
• Handles mail, packages, and messages per hotel protocol, and logs courier details in the Mail Register
• Advises guests of any received messages, mail, or faxes
• Informs guests about safe, mini-bar, and room key procedures
• Issues parking passes and validates valet parking tickets
• Clearly communicates hotel amenities and services to guests
• Collects proper identification and documentation for tax-exempt guests
• Directs Bell Staff to assist guests with luggage and room escorting
• Reads and initials the pass-on log and bulletin board daily to stay informed of hotel activities
• Attends department meetings regularly
• Reports unusual occurrences or guest concerns to the manager or assistant manager
• Is knowledgeable about safety and emergency procedures and accident prevention policies
• Keeps the front desk area clean, organized, and professional in appearance
• Demonstrates flexibility to work different shifts as business needs dictate