Front Desk Agent
Company: Holiday Inn & Suites Boston - Peabody
Posted on: August 6, 2022
Job Overview: Greet and register guests, provides prompt and
courteous service, and closes out guest accounts upon completion of
stay to meet high standards of quality.
Responsibilities and Duties:
-Greet customers immediately with a friendly and sincere welcome.
Use a positive and clear speaking voice, listen to understand
requests, respond with appropriate action and provide accurate
information such as outlet hours and local attractions.
-Complete the registration process by inputting and retrieving
information from a computer system, confirming pertinent
information including number of guests and room rate. Promote
marketing programs. Make appropriate selection of rooms based on
guest needs. Code electronic keys. Non-verbally confirm the room
number and rate. Provide welcome folders containing room keys,
certificates, coupons and refreshment center keys as appropriate.
Requires continual standing and movement throughout front
-Verify and imprint credit cards for authorization using electronic
acceptance methods. Handle cash make change and balance an assigned
house bank. Accept and record vouchers, travelers' checks, and
other forms of payment. Perform accurate, moderately complex
arithmetic functions using a calculator. Post charges to guest room
and House accounts using the computer.
-Promptly answer the telephone using positive and clear English
communication. Input messages into the computer. Retrieve messages
and communicate the content to the guest. Retrieve mail, small
packages and facsimiles for customers as requested.
-Close guest accounts at time of check out and ascertain
satisfaction. In the event of dissatisfaction, research and attempt
to resolve problem within established guidelines; may include
turning problem over to a supervisor.
-Field guest complaints, conducting through research to develop the
most effective solutions and resolve complications such as location
changes or credit issues. Listen and extend assistance in order to
resolve problems such as price conflicts, insufficient heating, or
air conditioning, etc. Remain calm and alert especially during
emergency situations and heavy hotel activity. Plan and implement
detailed steps by using experienced judgment and discretion.
-Summon guest service personnel for assistance to escort guests to
their rooms as appropriate.
-Provide safety deposit boxes for guest by escorting them to the
vault room, assisting the customer in opening the deposit box
-Operate facsimile machine to send, receive, and log incoming
transmissions. Notify guests of incoming faxes using the message
function of the computer.
-Use the photocopier to make copies of items as required.
-File registration cards in room number order.
-Retrieve registration cards from the files for each check out.
-Other duties as assigned by the supervisor such as assisting PBX
operators or reservations agents.
Specific Job Knowledge and Skills:
Keywords: Holiday Inn & Suites Boston - Peabody, Peabody , Front Desk Agent, Sales , Peabody, Massachusetts
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