Front Desk Agent
DoubleTree Hotel Boston - Bedford Glen - Bedford, MA

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Front Desk Clerk, Night Auditor, Guest Service Agent

JOB OVERVIEW

Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors.

ESSENTIAL JOB FUNCTIONS

  • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
  • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
  • Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times.
  • Resolve guest complaints, ensuring guest satisfaction.
  • Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
  • Maintain complete knowledge at all times of:
o all hotel features/services, hours of operation.

o all room types, numbers, layout, decor, appointments and location.

o all room rates, special packages and promotions.

o daily house count and expected arrivals/departures.

o room availability status for any given day.

o scheduled daily group activities.

  • Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
  • Meet with Supervisor to review daily assignments and priorities.
  • Meet with departing Front Desk Agent to review business status and follow up items.
  • Access all functions of computer system.
  • Set up work station with necessary supplies.
  • Answer department telephone within specified amount of rings determined by property guidelines, using correct greeting and telephone etiquette.
  • Promote positive guest relations to all individuals approaching the Front Desk.
  • Process all guest check-ins.
  • Confirm reservation in system and review all noted information.
  • For guests without a reservation, sell a room type agreed upon.
  • Register guest in the computer and generate a registration card.
  • Verify registration card information with the guest.
  • Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
  • Assign guest room.
  • Advise guest of any messages, mail, faxes, etc. received for them.
  • Inform guest of room safe and mini-bar key and room key procedures.
  • Issue parking passes/validate valet parking tickets.
  • Communicate services and amenities of the hotel to guests.
  • Obtain proper identification for tax exempt guests and attach form to registration card.
  • Direct Bell Person to escort guest and transport their luggage to the room.
  • Maintain guest history files on all guests.
  • Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
  • Set up accurate accounts for each guest checking in according to their requirements (i.e., separate room/tax/incidentals, comp).
  • File registration cards and vouchers in bucket by room number.
  • Handle overbooked or "walked" guests.
  • Accommodate room changes.
  • Document all guest requests, complaints or problems.
  • Take, record and relay messages accurately, completely and legibly.

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