POSITION TITLE: FRONT DESK AGENT / ASSISTANT

REPORTS TO : Front office manager

POSITION SUMMARY:
Represents the hotel to the guest throughout all stages of the guest's stay.
Determinate's a guest's reservation status and identifies how long the guest will stay.
Helps guests complete registration cards and then assigns rooms, accommodating
special requests whenever possible.
Verifies the guest's method of payment and follows established credit-checking
procedures. Places guest and room information in the appropriate front desk racks and
communicates this information to the appropriate hotel personnel.
GUEST SERVICE ASSOCIATE DUTIES AND RESPONSIBILITIES:
1. Register guests and assigns rooms. Accommodates special requests whenever
possible.
2. Assists in pre-registration and blocking of rooms for reservations.
3. Thoroughly understand and adheres to proper credit, check- cashing, and cash
handling policies and procedures.
4. Understands room status and room status tracking.
5. Knows room locations, types of rooms available, and room rates.
6. Must be sales-minded. Presents options and alternatives to guests and offers
assistance in making choices.
7. Uses suggestive selling techniques to sell rooms and to promote other services of
the hotel.
8. Knows the location and types of available rooms as well as the activities and
services of the property.
9. Coordinates room status updates with the housekeeping department by
notification housekeeping of all checkouts, late checkouts, early check-ins, special
requests, and day use rooms.
10. Possesses a working knowledge of the reservations department. Takes same day
reservations and future reservations when necessary. Knows cancellation
procedures.
11. Maintains guest room key storage, and maintains and supervises access to safe
deposit boxes.
12. File room keys ( only for manual room key hotels)
13. Knows how to use front office equipment.
14. Process guest check-outs.
 15. Performing cashier related functions like posting charges to guest accounts,
raising paid out's, currency exchange,
16. Follows procedures for issuing and closing safe deposit boxes used by guests.
17. Works closely with the housekeeping department in the keeping room status
reports up to date and coordinates requests for maintenance and repair work.
18. Uses proper telephone etiquette.
19. Performs cashiering tasks like bill/invoice settlement, posting charges to the
guest, paid out's, Foreign currency exchange etc.
20. Uses proper mail, package, and message handling procedures and record details
in the courier Mail Register.
21. Advise guest of any messages, mail, faxes, etc. received for them.
22. Inform guest of the room safe and mini-bar key and room key procedures.
23. Issue parking passes/validate valet parking tickets.
24. Communicate services and amenities of the hotel to guests.
25. Obtain proper identification for tax-exempt guests and attach the form to
registration card.
26. Direct Bell Person to escort guest and transport their luggage to the room.
27. Reads and initials the pass-on log and bulletin board daily. Is aware of daily
activities and meetings taking place in the hotel.
28. Attends department meetings.
29. Reports any unusual occurrences or requests to the manager or assistant
manager.
30. Knows all safety and emergency procedures, Is aware of accident prevention
policies.
31. Maintains the cleanliness and neatness of the front desk area.
32. Understand that business demands sometimes make it necessary to move
employees from their accustomed shift to other shifts.
33. Advise guest of any messages, mail, faxes, etc. received for them.
PREREQUISITES:
Education: High school graduate or equivalent. Must speak, read. Write, and understand
the primary language used in the workplace. Must be able to speak and understand the
primary language used by the guests who visits the hotel.
Experience: Previous hotel-related experience desired.
Physical: Requires fingering, grasping, writing, standing, sitting, walking, repetitive
motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40
pound.