Pearson New International Edition International pcl tp indd 1

OVERVIEW OF THE FRONT OFFICE DEPARTMENT
Reservations Agent (
continued)
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Adheres to proper credit, check-cashing, and cash-handling policies and procedures. Monitors reservations to ensure
adherence to credit limits and verifies accuracy of guest information.
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Verifies information about guest’s name, address, and payment method. Completes shift closing requirements.
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Uses effective selling techniques to sell upgraded rooms and to promote other services and amenities.
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Efficiently operates the PMS system. Maintains assignment of guestrooms.
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Logically plans, organizes, and completes work in a timely manner.
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Keeps supervisor informed of all problems or unusual events and refers difficult situations to supervisor’s attention.
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Complies with property’s policies and procedures.
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Complies with all departmental service guarantees.
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Assists in preregistration and blocking of rooms for reservations. Takes (confirms) same-day reservations and future
reservations and follows appropriate cancellation procedures.
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Keeps up with safety and emergency procedures. Maintains the cleanliness and neatness of the front desk area. Reports
unusual activity to management.
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Maintains information about travel agent commissions.
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Offers area overflow hotels when necessary.
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Enters reservations into the PMS made by phone (transient guest) or from delegate (group) meeting lists.
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Provides reservation information to front desk personnel.
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Processes advance deposits on reservations.
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Provides input to room revenue and occupancy forecasts.
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Prepares arrival lists for use of front office personnel.
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Prepares guest confirmations for mailing as necessary.
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Maintains records for no-show accounts.