Pearson New International Edition International pcl tp indd 1

OVERVIEW OF THE FRONT OFFICE DEPARTMENT
Front Desk Agent (
continued)
•
Handles accounting of money, receipts, guest accounts, and credit through operation of the electronic data machine
(register), and completes reports required to ensure that company funds are secure. Maintains access to safe-deposit
boxes.
•
Keeps current about the company’s marketing programs, special rates, and promotions and presents and explains them
to guests.
•
Operates the telephone console and uses appropriate telephone etiquette when taking incoming calls.
•
Processes incoming and outgoing reservation and cancellation requests received by mail, telephone, in person, and from
the organization’s central reservation center.
•
Complies with the hotel’s safety and security rules and instructions in performing work efficiently while protecting self,
fellow workers, and hotel property.
•
Ensures 100 percent guest satisfaction at the time of check-in, check-out, and during guest stays.
•
Ensures that all guests are evacuated in the event of a fire. (Calls each guest by telephone, knocks on room door of
guests who do not answer the telephone, and assists disabled guests.)
•
Handles guest complaints and reassures guests that complaints will be addressed.
•
Runs shift reports and completes duties located on the shift list.
•
Works closely with housekeeping staff to ensure that room status reports are current.
•
Coordinates requests for guestroom maintenance.
FIGURE 10
(continued)
A front desk agent’s responsibilities may include cashier, PBX, or concierge duties—or all
three.
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