Job Description

Front Desk Agent

Please come join us as a front desk agent at our award-winning Holiday Inn Express, Orlando East!

Basic function: To attain the highest level of service to all hotel guests.

Scope: Directly responsible for efficient check-in and check-out procedures as well as providing the highest level of professional and courteous service to guests. Must be knowledgeable in all hotel services and policies.

Duties and responsibilities:

• Sell rooms so as to maximize the average daily rate and occupancy.
• Check in and out guests in an efficient and friendly manner.
• Maintain cash bank in order to receive payment and make change.
• Answer phones within 3 rings.
• Assist with reservations during each shift as needed.
• Know all Front Desk policies and procedures, including 100% guest satisfaction.
• Be knowledgeable of all hotel outlets and hours of operation.
• Post on a timely basis all laundry, restaurant, and long distance, and other charges as needed.
• Record and process all wake-up calls, and follow up with supervisor for any opportunities.
• Ensure all messages and mail is received by the guests.
• Perform bucket check daily.
• Maintain a current cash list.
• Monitor credit card high balances and obtain authorization for high balances.
• Monitor cash paying guests and maintain credit balances.
• Honor special room requests requiring pre-blocking.
• Know Inn Time (computer program for front desk) procedures.
• Be polite, courteous, and helpful to all guests.
• Use response log to ensure all requests are being met.
• Maintain all reports needed in event of the computer going down.
• Know room status at all times.

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