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GP JD Front Desk Agent

The document outlines the job description for a Front Desk Agent at a hotel, detailing responsibilities such as registering guests, assigning rooms, and processing payments. It emphasizes the importance of guest service, adherence to credit policies, and coordination with housekeeping. Prerequisites include a high school diploma and previous hotel experience, along with physical requirements for the role.

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smm.grandplaza
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7 views

GP JD Front Desk Agent

The document outlines the job description for a Front Desk Agent at a hotel, detailing responsibilities such as registering guests, assigning rooms, and processing payments. It emphasizes the importance of guest service, adherence to credit policies, and coordination with housekeeping. Prerequisites include a high school diploma and previous hotel experience, along with physical requirements for the role.

Uploaded by

smm.grandplaza
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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FILE NAME : DEPARTMENT : POSITION :

JOB DESCRIPTION FRONT OFFICE FRONT DESK AGENT


PREPARED BY : NUMBER FILE : REPORT TO :
HOTEL MANAGER GP/........../HM FO 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.

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