Front Desk Agent - Tampa, United States - Hyatt Place/Hyatt House Downtown Tampa

Description

JOB SUMMARY
Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry.

JOB DUTIES Maintain complete knowledge at all times of: - All hotel features, services, hours of operation - All room types, numbers, layout, decor, appointments and location - All room rates, special packages and promotions - Daily house count and expected arrivals/departures - Room availability status for any given day - Scheduled daily group activities - Maintain complete knowledge and comply with all hotel and departmental policies and procedures - Obtain assigned bank and ensure accuracy of contracted monies.

Keep bank secure at all times - Meet with supervisor to review daily assignments and priorities - Meet with departing Front Desk Agent to review business status and follow up items - Access all function of computer system according to established procedures and standards - Set up work station with necessary supplies; maintain cleanliness throughout shift - Answer department telephone within three rings, using correct greeting and telephone etiquette - Promote positive guest relations to all individuals approaching the Front Desk - Accommodate all requests for information in a congenial manner - Process all guest check ins according to established hotel requirements - Confirm reservation in system and review all noted information - For guests without a reservation, sell a room type as agreed upon - Register guest in computer and generate a registration card - Verify registration card information with guest, obtain back up information for guest credit or payment method and input into system; collect cash when designated

• Assign guest rooms
• Advise guest of any messages, mail, faxes, etc. received for them
• Inform guest of room safe and mini bar key and room key procedures
• Issue parking passes validate valet parking tickets and enter information in computer
• Communicate services and amenities included in packages to guests on packages
• Obtain proper identification for tax exempt guests and attach form to registration card
• Obtain guest signature for designated paperwork
• Obtain Bell Person to escort guest and transport their luggage to the room
• Maintain guest history files on all guests
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities
• Set up accurate accounts for each guest checking in according to their requirements (sharing, separate room, tax, incidentals)
• File registration cards and vouchers in bucket by room number
• Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests
• Accommodate room changes expediently
• Handle guest complaints according to the six step procedures, ensuring guest satisfaction
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction
• Take, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals
• Offer detailed information on the voice mail system to callers and guests wishing to leave message
• Accept and record wakeup call requests; deliver to PBX
• Issue safe deposit boxes to guests and ensure security of keys
• Distribute all guest and department mail
• Monitor, send and distribute guest faxes
• Document and confirm reservations and cancellations
• Block rooms in the computer and follow through on designated requirements
• Preregister designated guests and prepare key packets
• Communicate pertinent guest information to designated departments/personnel (special requests, amenity delivery)
• Generate, print and distribute daily and weekly reports
• Resolve discrepancies on the room status report with Housekeeping
• Match the bucket check to in house guest ledger report; report discrepancies to manager
• Process all check outs according to established hotel requirements
• Resolve any late charges
• Present folio to guest and resolve any disputed charges
• Settle guest accounts following Accounting procedures
• Retrieve guest room key from guests
• Request guest comments on their stay
• Process express check outs throughout the shift
• Handle requests for late check outs according to established hotel procedures
• Conduct group check ins and outs according to established hotel procedures
• Assist all departments and executives in obtaining appropriate information regarding groups, inventory and guest information
• File guest room keys and ensure the safe keeping of keys at the Front Desk
• Adhere to all cashiering procedures
• Process adjustment vouchers, paid outs, correction vouchers, miscellaneous charges
• Make change for guests
• Cash guests' personal checks/traveler