Front Desk Agent - PTPENN Entertainment
Job Summary
- Greeting guests promptly upon arrival with a warm, professional, and welcoming demeanor, creating a positive first impression at every interaction.
- Communicates clearly and accurately regarding hotel amenities, outlet hours, services, local attractions, transportation options, and special events.
- Answers phones promptly and responds to lobby activity, guest inquiries, and internal requests with professionalism and positive communication.
- Complete guest check-in and check-out accurately in the PMS, confirming guest identity, payment method, room rate, preferences, room assignments, and electronic key access.
- Prepares and sends pre-arrival communications, pre-blocks room requests, resolves room discrepancies and assigns rooms based on guest needs and availability.
- Handles guest concerns, complaints, and service recovery with tact and urgency, resolving issues within approved guidelines and escalating when appropriate.
- Coordinates special requests including but not limited to luggage assistance, dining reservations, transportation arrangements, and local recommendations to enhance the guest experience.
- Partners with all necessary departments to support room readiness, personalized service, and guest satisfaction.
- Maintains PMS accuracy by posting charges, collecting payments, verifying credit authorizations, inputting messages, and distributing guest mail or packages confidentially.
- Balances assigned house cash bank and adheres to all cash-handling procedures, financial controls, PCI compliance, and key control requirements.
- Generates, reviews, and distributes required reports, maintains accurate logs and documentation, and ensures timely follow-through on open items.
- Maintains a clean, organized, and guest-ready front Office, lobby, and market area, ensuring items are stocked, rotated, and maintenance or ordering needs are reported.
- Protects guest information and sensitive data while following all privacy, safety, emergency, appearance, and operational standards.
- Monitors overnight hotel activity, performs property walks, and observes entrances, exits, stairwells, and public areas for cleanliness, safety, and security concerns.
- Balance and reconcile all Front Office postings, verifying daily charges, adjustments, allowances, packages, taxes, and correcting or reporting discrepancies.
- Closes the business day in the PMS if applicable, completes nightly processing, prepares and distributes required audit and operational reports, and maintains accurate logs and documentation.
- Supports Finance and internal audit requests by providing documentation, reports, and follow-up corrections as needed.
- Responds calmly and effectively to emergencies, alarms, and safety incidents, following all hotel emergency and security procedures.
- Maintains proper key control, protects guest and company confidentiality, and safeguards sensitive information and access devices.
- Demonstrate reliability, professionalism, and flexibility by adhering to all company policies and conduct standards and performing additional job-related duties as assigned.