Front Desk Agent

Front Desk Agent

Full-Time / Hourly

Job Summary

Responsible for executing the check-in and check-out procedures for guests, according to the hotel's quality standards, policies, and procedures. Properly and timely records all charges and credits to guest accounts, strictly adhering to established guidelines. Efficiently and kindly attends to guests, clients, executives, and hotel staff in all matters related to the department, always displaying a genuine service attitude.

Main responsibilities:

• Review the information board to understand the daily situation: room availability, arrivals, events and groups in the hotel, VIP list, MOD calendar, general hotel information, and any other communication related to your activities.
• If working as the cashier for the shift, collect the assigned safe box for the fixed cash fund, verifying that it is complete, including cash, internal checks, or any other monetary documents. Manage and be responsible for these funds and deposit them at the end of the shift according to the established procedure.
• Receive keys and the task log book (Log Book) at the start of the shift, addressing any pending tasks received. Also, return the keys and log book at the end of the shift.
• Carry out guest check-ins and ensure that rooms are assigned according to the type of reservation, rate, or request, strictly following the established standards and procedures for check-in.
• Promote the sale of rooms with higher rates than reserved at the time of guest check-in.
• Maintain constant communication with the Housekeeping Department to ensure efficient and continuous information flow regarding the status and assignment of rooms.
• Maintain proper communication regarding credit matters with the Sales, Credit, Reservations, and Cashier Departments.
• Maintain an orderly pit of guest accounts with all necessary information, support documentation, and receipts, ensuring no pending charges and detecting any anomalies to report to the immediate supervisor.
• Properly and promptly record charges and credits to guest accounts for consumptions, services, deposits, transfers, etc., ensuring that adjustments are approved by the Operations Director or the General Controller.
• Perform foreign currency exchange to local currency according to the hotel's guidelines.
• Reimburse foreign currency to local currency to the General Cashier, following the established procedure.
• Address, investigate, and resolve guest complaints, maintaining a professional and calm attitude during pressure moments, always striving to satisfy the guest within the hotel’s policies and procedures. Report any situations or circumstances that may negatively impact guest satisfaction or the hotel's image to the immediate supervisor.
• Provide accurate information when requested by the guest or direct them to the appropriate department or person.
• Carry out guest check-outs according to their payment method and account status, strictly following the established check-out standards and procedures.
• At the end of the shift, prepare the cash concentration report and envelope, attaching all supporting documentation and depositing it according to the established procedure.
• Maintain proper communication with the immediate supervisor, informing them of any issues or situations that arise and seeking assistance when needed.

Front Desk Agent (Overnight)

• Arrive to work on time and comply with the hotel's discipline policies, appearance standards, schedules, traffic areas, and safety rules.
• Verify the rent of each occupied room, generating the room revenue report, ensuring that the rates applied to rooms correspond to the reservation, contracts, and rates in each case.
• Report any discrepancies in rate applications to the Night Auditor before the audit closing.
• Responsible for preparing the "Welcome Kits" as per the procedure, as well as printing registration cards for the day's arrivals and classifying them in the pit, including the necessary information for packages, groups, and VIPs. Verify the order of documents in the pit.
• Responsible for generating reports as instructed by the immediate supervisor and distributing them to the designated lockers.
• Print folios for the day's check-outs once the Night Auditor has processed the room charges, ensuring that they are distributed to the rooms by the Bell Department.
• Copy original entry coupons for the day, noting the folio number and room number, to deliver to the Credit Department with the original and a receipt copy, which is also attached to the registration card.
• Arrive to work on time and comply with the hotel's discipline policies, appearance standards, schedules, traffic areas, and safety rules.
• Execute all instructions and tasks assigned by the immediate supervisor, as well as any additional responsibilities required by the position.

Minimum requirements of the position:

• High School Diploma
• Customer Service orientation and mindset
• Bilingual
• Computer knowledge (Word, Excel, Access, Outlook)
• Flexible schedule (available to work overtime, day and night shifts, holidays, and weekends).

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