Front Desk Agent (Pm)

Job Description
Welcoming each new and returning guest with personalized and attentive care, you will set the tone for exceptional service. Here you can take your role beyond checking people in and out. Sharing your knowledge and love of our region, you will anticipate guests’ needs and offer recommendations that make their stays even more special.
As the first point of contact, the Front Desk Agents’ primary function is to connect with our hotel guests and create a unique Magnifique experience for their stay. The Front Desk Agent will perform all front desk duties, as well as assist in the Telephone Operator/Room Service Order taking capacity. The primary focus at all times in this position is the guest.
Primary Duties:
Check-in &
Check-out hotel guests (verify credit card &
identification, secure payment and obtain signed registration card)
Maintain Guest confidentiality and security at all times
Ensure guest methods of payment are in good standing at all times
Engage guests in public area to direct and answer questions.
Connect with guests during check-in for Cousu-main Opportunities
Perform “Cousu-mains” for guests (Hand Tailor the Guest Experience)
Orient guests in the hotel and help them to understand the property and amenities
Promote and enroll guests into our Loyalty program “Le Club”
Recognize and highlight benefits for all VIP guests
Upsell guests rooms and promote all hotel services and events.
Complete daily reports to manage all guest credit card balances and billing
Complete daily reports for guest requests and room preferences
Assist in guest problem resolution
Maintain a cash bank for guest transactions
Correctly complete all end of day cashiering reports including adjustments, CCP’s, and cash drops.
Input and track all guest requests through the “HOTSOS” program
Engage in the implementation of all Sofitel Standards in the Front Office
Exude a professional and luxury demeanor at all times
Secondary Duties:
PBX phone operations
Room Service order taking and placing on Micros
Maintaining the Hotel Business center
Concierge services
Lobby duty (greeting &
engaging guests)
Assist guest with directions and information in the area
Assist in keeping public areas tidy at all times