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    The job description is for a front desk agent at a hotel resort and spa. The front desk agent is responsible for efficiently handling check-ins, check-outs, and providing guest information and relations to ensure maximum guest satisfaction. Additional responsibilities include maintaining accurate room status and guest records, selling additional hotel services, and adhering to hotel policies, procedures, and standards for guest services and safety. The goal is to achieve a high level of guest satisfaction while controlling costs and maximizing revenue through room sales and upselling other hotel services and facilities.

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    06fda 1

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    The job description is for a front desk agent at a hotel resort and spa. The front desk agent is responsible for efficiently handling check-ins, check-outs, and providing guest information and relations to ensure maximum guest satisfaction. Additional responsibilities include maintaining accurate room status and guest records, selling additional hotel services, and adhering to hotel policies, procedures, and standards for guest services and safety. The goal is to achieve a high level of guest satisfaction while controlling costs and maximizing revenue through room sales and upselling other hotel services and facilities.

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    The job description is for a front desk agent at a hotel resort and spa. The front desk agent is responsible for efficiently handling check-ins, check-outs, and providing guest information and relations to ensure maximum guest satisfaction. Additional responsibilities include maintaining accurate room status and guest records, selling additional hotel services, and adhering to hotel policies, procedures, and standards for guest services and safety. The goal is to achieve a high level of guest satisfaction while controlling costs and maximizing revenue through room sales and upselling other hotel services and facilities.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    122 views3 pages

    06fda 1

    Uploaded by

    api-3710870
    The job description is for a front desk agent at a hotel resort and spa. The front desk agent is responsible for efficiently handling check-ins, check-outs, and providing guest information and relations to ensure maximum guest satisfaction. Additional responsibilities include maintaining accurate room status and guest records, selling additional hotel services, and adhering to hotel policies, procedures, and standards for guest services and safety. The goal is to achieve a high level of guest satisfaction while controlling costs and maximizing revenue through room sales and upselling other hotel services and facilities.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    of 3

    JOB DESCRIPTION – FRONT DESK AGENT

    SEPT 2003 FDA/RD

    HOTEL : Vinpearl Resort & Spa


    JOB TITLE : Front Desk Agent
    POSITION : Rank & File
    DEPARTMENT : Front Office
    REPORTS TO : FD Supervisor or in absence to Front Desk Mgr, or AFOM,
    FOM
    SUPERVISES : None

    JOB SUMMARY - GENERAL SCOPE AND PURPOSE

    To work on the rotation basis to efficiently and courteously handle check in, check
    out, provide information and guest relations in order to ensure maximum guest
    satisfaction at all time.

    OBJECTIVES

    • To achieve a high level of guest satisfaction, consistency, politeness and efficiency


    in services
    • To control Front Desk expenses to a minimum level and to maximize the revenue
    through room sales and up selling technique as well as to keep the billing of
    every single guest in a proper arrangement
    • To ensure all transactions are correctly posted

    DUTIES

    1. To be familiar with all the hotel’s programs


    2. To be fully aware of the room situation and to strive to obtain maximum
    occupancy
    3. Carry out any other reasonable duties and responsibilities as assigned
    4. Ensure that rooms for VIP and special request are properly blocked
    5. Ensure that all operating tools and equipment are in a good working condition
    6. Ensure the Front Desk area is clean and tidy at all time
    7. Maintain an accurate room status
    8. Assign room and rate for every single guest
    9. Obtain expected departure date of every guest
    10. Obtain guest’s personal data in order to the hotel with important guest
    information as well police report completion
    11. Compare the housekeeping report with actual room status to check discrepancy
    12. Record all important incidents, guest comments and any follow up needed in the
    log book
    13. Ensure that all telephones are answered promptly and clearly in a courteous and
    friendly manner
    14. Advise Superior of any suspicious billing matters
    15. Up-sell rooms, F&B outlets and other facilities whenever opportunity arises
    16. To control room blocking during peak season and to pre assign rooms for big
    groups
    17. Ensure that all necessary preparations are well done for the arrival
    18. Keep the log book up to date
    19. Handle message for guest whenever required and all are delivered promptly
    20. Check the validity of travel agent vouchers
    21. Handle rooms inspection to walk in guest or visiting guest whenever necessary
    22. Promote and sell the in house facilities such as F&B outlets, shops, etc
    23. To be fully aware of the rooms location and its layout as well as hotel layout
    24. Run the computer back up procedure as required
    25. Observe guest services in the lobby area and ensure they are all clean and tidy at
    all time
    26. Enter and update all guest transactions immediately and accurately
    27. Accurately post all miscellaneous charges into guest account
    28. Handle currency exchange transaction according to procedures where receipt is
    signed by the guest and receipt is given
    29. Prepare and balance cashier report and remittance envelope at the end of each
    shift
    30. To be aware of forged currency and travel cheques
    31. Ensure that all guest transactions at the front desk are signed by the guest
    32. Arrange guest bills into respective file and verify recurrences

    PERSONNEL

    • Attend training as scheduled


    • Report on duty punctually wearing the correct uniform and name tag at all time
    • Maintain a high standard of professional appearance and hygiene at all time
    • Respond to changes as dictated by the industry and the hotel
    • Maintain a good working relationship with your colleagues and all other
    departments
    • Adhere to the hotel’s policy and procedures
    • Have a complete understanding of and adhere to the hotel’s policy and procedure
    relating to fire, life, health, safety and security
    • Have a complete understanding of the hotel’s employee hand book and adhere to
    regulations contained within
    • Fully conversant with all services and facilities offered in the hotel

    LEADERSHIP

    • Providing excellent self-discipline.


    • To give respect to gain respect.

    GUEST SATISFACTION

    • To follow up all guest request and complaint and to establish preventive actions
    from future recurrence
    • Provide efficient and courteous services to all guest
    • Respond promptly and tactfully to guest’s complain, request and inquiries
    • Maximize using guest name

    Prepared by Signed by
    Arif Billah
    Director of Rooms Front Desk Supervisor Front Desk Agent
    Date Date Date

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