The Front Office Agent is responsible for providing attentive, welcoming, friendly and efficient service to all guests during check in, throughout their stay, and at check out, while ensuring guest satisfaction with all services. Additionally, the Front Office Agent is responsible for ensuring attentive, welcoming, friendly and efficient communication on the telephone, while answering calls from internal and external guests, dispatching guest requests to various departments and following up to ensure completion.
Greet and welcome all guest approaching the Front Desk in accordance with hotel standards
Obtain all necessary information when taking room reservations and follow the rate-quoting scenario
Follow proper procedures to all VIP and special guest request
Review Front Office log and trace file daily
Fully comprehend and operate all relevant aspects of all Front Office computer systems
Ensure logging and delivering of all message, packages, and mail in a timely and professional manner to guest and meeting rooms
Be aware of all rates, packages, and promotions currently underway as listed or indicated
Be familiar with all in-house groups
Be aware of all closed out and restricted dates
Follow all SBE credit and cash handling policies
Be able to complete a bucket check, room rate verification report, and Credit report
Maintain and market promotions and guest programs
Establish and maintain good communication and teamwork with fellow employees and other departments within the hotel
Balance and prepare individual paperwork for closing of shift according to hotel standards
Have knowledge of and assist in all emergency procedures as required
Handle checked in/out in a friendly, efficient and courteous manner
Be able to perform & complete that all tasks and duties on the shift checklist are completed in a timely and efficient manner
Be familiar with hospitality terminology
Run room status reports in a timely manner and relay necessary information to affected departments and individuals
Answer inquiries from guest regarding restaurants, transportation, entertainment, etc. within the property.
High school graduate or equivalent required. Four year college degree preferred.
One to two years of prior guest service experience are preferred. Prior hospitality experience also preferred. Ability to speak multiple languages is desirable.
All associates must maintain a neat, clean and well-groomed appearance (specific standards available).
Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the resort.
Regular attendance in conformance with the standards, which may be established by SBE from time to time, is essential to the successful performance of this position.
Due to the industry that we are in a need will occur for each associate to provide “Lateral Service”. Our goal is to ensure that we are maximizing guest satisfaction and as a result there will be times when our team members in Operations will call upon us for support to ensure guest satisfaction.
When we are fortunate enough for this to occur, each team member will positively respond unless there is a chance that an opportunity resulting in dissatisfying a guest could occur. If this is the case the leader is to be notified and the level of support that is being requested will be obtained.
Frequency Key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 Hours; Constant – 6-8 hours
Physical Activity Frequency
Walking, standing Constant
Lifting and carrying Occasional up to 20 pounds.
Near Vision Constant
Far Vision Constant