Front Desk Agent

A guest service representative represents the hotel throughout all stages of a guest’s stay. A guest service representative is responsible for attending to the needs of guests, especially during check-in and check out with the Hamptonality attitude.

Duties and Responsibilities:

• Registering guests and assigning rooms.
• Accommodating special requests whenever possible. Responding to guest requests for assistance and information about the local area (e.g. directions, places to eat).
• Providing information to guests about hotel policies, services and amenities.
• Thoroughly understanding and adhering to proper credit, check-cashing and cash-handling policies and procedures.
• Monitoring and maintaining guest accounts and master accounts. Accurately processing payments, making necessary corrections and modifications, and posting and saving all charges, corrections and modifications.
• Accessing/providing accurate information on room locations, types of rooms available, and room rates.
• Possessing a working knowledge of the reservations department. Taking accurate same day reservations and future reservations when necessary. Thoroughly understanding and following cancellation policies and procedures.
• Processing guest check-outs.
• Reserving rooms from existing group blocks.
• Assigning and blocking rooms.
• Determining a guest’s reservation status and identifying how long a guest will stay.
• Properly using all front office equipment.
• Adhering to hotel procedures for issuing and closing safety deposit boxes.
• Reading the log book, all messages in the computer message center, and all memos/letters/and mail each and every shift. A guest service representative is aware of all updates, activities and meetings taking place in the hotel.
• Coordinating guestroom maintenance work with the maintenance department.
• Informing the housekeeping department about room status/availability.
• Listening for and responding to guest complaints.
• Using proper telephone etiquette.
• Operating the hotel switchboard or PBX.
• Answering all incoming phone calls. Directing calls to the appropriate guest room extension or administrative extension.
• Using proper mail, package, fax, and message handling procedures.
• Reporting any unusual occurrences or requests to management.
• Knowing and following all safety, emergency procedures, and accident prevention policies. Completing and submitting incident reports and workman’s comp forms.
• Maintaining the cleanliness and neatness of the front desk area.
• Completing all items on the shift checklist each and every shift.
• Selling rooms to walk-in customers.
• Maintaining daily logs.
• Maintaining CLC Website with proper check-in and check-out.
• Check hotels email daily and follow-up with guest requests.
• Attending department meetings.
• Balancing shift work and cash drawers.
• Having the Hamptonality positive attitude towards every guest and fellow co-worker.
• Maintaining all training required by Hilton and LHP.
• Any other task requested by the supervisor.

Job Type: Full-time

Job Location:

• Leesburg, VA