Under the general guidance and supervision of the Guest Service Supervisor and/or Duty Manager and within the limits of established Policies & Procedures, the Guest Service Agent responsible for all activities relevant to the Front Desk such as the reception, check in / out, rooming of all Resort guests, foreign exchange and assisting them with inquiries.
Front Desk Operations
Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guests name at every opportunity
Ensures strict key control procedures are adhered to.
Checks guest folios for completeness and accuracy.
Registers and rooms all arrivals according to established procedures
Maintains intimate knowledge of departmental standards and procedures
Coordinates with Guest Relations regarding in room check in of guests.
Transacts foreign exchange and paid out request at the Front Desk.
Coordinates with the Concierge whenever necessary.
Ensures that entries in every registration are properly encoded in the computer system.
Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
Maintains cashier float and ensures accurate daily report of all money received
Responsible and attends to guests request of using the service of safety box at all times
Maintains an operations logbook
Attends to guests complaints, inquiries and requests, refers problems to supervisor/Duty Manager if he/she unable to assist
Does everything possible to ensure that the guests depart the hotel with a positive impression of Resort service
When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival
Verifies and updates the following:
Current room status
Information endorsed between shifts
Expected of VIP or Group arrivals
The days events at the Resort
Ensures that the correct room status is promptly provided when requested.
Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs.
