Responsibilities:
To provide a warm, professional, and efficient welcome to all guests while ensuring a smooth and personalized check-in and check-out experience. The Front Desk Agent/ Receptionist is responsible for handling guest requests, maintaining accurate guest records, processing payments, and ensuring that all Front Office procedures and hotel standards are consistently followed.
- Welcome and acknowledge guests in a warm, friendly, and professional manner.
- Provide guests with information regarding hotel facilities, services, operating hours, and local attractions.
- Handle guest requests, inquiries, and concerns promptly and professionally.
- Follow up on guest requests to ensure satisfaction.
- Maintain a high level of guest engagement throughout the stay.
- Handle complaints professionally and escalate matters to the appropriate supervisor or manager when required.
- Process room assignments, registration, check-in, check-out, and room changes in accordance with hotel procedures.
- Ensure all guest information is accurately entered and maintained in the Property Management System.
- Verify guest identification and registration details in accordance with hotel policies and applicable regulations.
- Process cash and credit card transactions accurately and maintain proper documentation.
- Ensure accurate posting of charges and payments to guest accounts.
- Monitor guest accounts and report discrepancies to the relevant supervisor.
- Maintain accurate records of room status, guest movements, and Front Office transactions.
- Coordinate with Housekeeping, Reservations, Engineering, and other departments to ensure smooth hotel operations.
- Follow all Front Office cash-handling and security procedures.
- Identify opportunities to enhance the guest experience and support guest loyalty.
- Apply Heartist® values and contribute to creating memorable guest experiences.
- Complete all required Front Office reports, checklists, and documentation accurately.
- Maintain confidentiality of guest information and hotel business.
- Report maintenance issues, safety concerns, and operational irregularities immediately.
- Participate in departmental meetings, briefings, and training sessions.
- Follows Hotel’s telephone etiquette standards.
- Enrollment of new loyalty members and updates certificate maintenance when applicable.
- Drives Rate and RevPAR through up-selling room brand.
- Follow departmental policies and procedures.
- Follow all safety and sanitation policies.
- Other duties as assigned.