Front Desk Agent

About the role

The Front Desk Agent acts as the main point of contact for guests, from check-in through their stay to check-out, answering questions and requests and passing guest information to other departments. The role works under the supervision of the Front Desk Manager and the Team Leader.

Key responsibilities

• Answer the PBX to 5-diamond AAA standards and give guests accurate information about the hotel, facilities and amenities.
• Manage the cash float, exchange foreign currency for guests and complete a thorough shift handover.
• Prepare cold towels, log keys and company inventory, and advise the supervisor when stock reaches par levels.
• Charge departmental sales and post food and beverage bills accurately to guest folios in the PMS.
• Review departure folios, settle accounts by checkout time and call departing guests about luggage assistance.
• Cut keys for arrivals, liaise with the shift leader on ready rooms and prepare welcome items such as sweet-treat baskets and vouchers.
• Take credit card authorisations or cash deposits, create reservations for walk-ins and reply to emails before the shift ends.
• Process departures, complete shift and takings reports, and forward maintenance and housekeeping requests to supervisors.
• Log guest interactions in the PMS and logbook, keep the workstation tidy and follow infection-control procedures.

Required profile

• Minimum of four ordinary CXC passes including English and Mathematics, or three years' experience in a Four-Diamond resort.
• Level 2 or above National Vocational Qualification in Customer Service.
• Knowledge of the hotel group (Montrose and Ocean Hotels) and willingness to take part in events and departmental meetings.

Required skills

• Full computer proficiency, including Microsoft Word and Excel.
• Operational knowledge of Property Management System (PMS) software.
• Customer service, organisation, communication, problem-solving and time management.