POSITION TITLE: FRONT DESK AGENT / ASSISTANT

REPORTS TO : Front office 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 preregistration 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 check outs, late checkouts, early chek-
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 b 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.Courier Mail Register
21. Reads and initials the pass-on log and bulletin board daily. Is
aware of daily activities and meetings taking place in the hotel.
22. Attends department meetings.
23. Reports any unusual occurrences or requests to the manager or
assistant manager.
24. Knows all safety and emergency procedures, Is aware of accident
prevention policies.
25. Maintains the cleanliness and neatness of the front desk area.
26. Understand that business demands sometimes make it necessary
to move employees from their accustomed shift to other shifts.

Customer service is a series of activities designed to enhance the level of

customer satisfaction – that is, the feeling that a product or service has
met the customer expectation. “The customer is always right” is a famous
business adage.

The underlying truth behind this statement is recognising that customers

are the life blood for any business. Understanding the importance of
good customer service is, therefore, essential for a healthy business in
creating new customers, keeping loyal customers, and developing
referrals for future customers.

The importance may vary by product or service, industry and customer.

The perception of success of such interactions will be dependent on
employees who can adjust themselves to the personality of the guest.

In other ways, it is known that the customer is the most important

person in a business premise, he is always right and that is the reason
why the business opens.