The Overnight Front Desk Agent welcomes and registers guests, presents statements, and collects payment for departing guests. They also communicate with housekeeping, maintenance, and guest services to fulfill guest requests. Overnight Front Desk Agents select and block rooms for arriving guests, book same day reservations, pre-register guests as required, and sometimes escort guests to their rooms. Overnight Front Desk Agents work closely with the guest services agents to coordinate the smooth and efficient handling of guest luggage at both check in and check out.
- Monitor Queue Rooms throughout the day.
- Deal with guest issues as they arise and report to the manager.
- Monitor and solve open folios daily.
- Check in and check out guests according to Raffles standards
- Assist with inquiries via phone call, email or text message
- Manage transactions and collect payments from guests, process refunds and petty cash, produce receipts
- Responsible for maintaining and balancing of their bank float each shift
- Process currency exchange as requested
- Assists to direct and walk guests to their destination in the hotel
- Work with Alice to review guest itinerary
- Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
- Always be attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
- Monitor all VIP's and special guest requests.
- Complete daily front desk agent checklist.
- Be familiar with all corporate sponsored programs, luxury programs, and the standards and procedures for each.
- Always maintain a warm and friendly demeanor.
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
- Must be extremely professional and demonstrate genuine and intuitive service.
- Attend departmental meetings and trainings.
- Maintain regular attendance per schedule.
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform.
- Maintain high standards of lobby and front desk area appearance according to Raffles Standard
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
- Must be able to cross-train in other hotel-related areas.
- Must be able to maintain confidentiality of information.
- Must be able to show initiative, including anticipating guest or operational needs.
- Perform other duties as requested by management.
- Offer room upsell to guests when appropriate
- Assist with crafting of morning report
- Assist with overnight audit and reporting
- Other duties as required