Job Description

Job Description

Job Description

POSITION DESCRIPTION

Position Title: Front Office Agent Reports To: Front Office Supervisor

Department: Front Office Date: August 2025

Position Summary:

Responsible for guest satisfaction by providing professional, friendly and efficient service.

Takes guestroom reservations, checks guests in and out of hotel, operates telephone switchboard, perform cashiering duties and night audit procedures. Acts as “salesperson” for individual room reservations, with goal of achieving highest overall occupancies at highest possible rates.

Supervision Received:

Supervision is received from the Front Office Supervisor.

Primary Function: Create a memory

Essential Functions:

Front Office Agent

• Ensures that all guests are greeted and offered friendly and professional service in a timely fashion.
• Performs registering guests into the hotel and assigning appropriate room.
• Provides a detailed explanation of all hotel facilities and amenities.
• Take guest and their luggage to and from their room.
• Communicates check-in and check-out status to housekeeping department.
• Pre-assign room for special requests.
• Deliver messages and/or packages to meeting and guest rooms.
• Check guests out of hotel upon departure accurately following prescribed checkout procedure.
• Maintains organized, accurate reservation system for individual and group room bookings.
• Performs cashiering duties.
• Answer switchboard promptly and courteously. Route calls appropriately.
• Handle guest messages and mail.
• Must pass on information necessary to the next shift.
• Maintains cleanliness of workplace.
• Obtains form of payment for all registered guests. Approval codes on all credit cards and personal checks
• Prepares and resolves discrepancy report each afternoon by comparing to housekeeping report with the front desk rack.
• Post advance deposits.
• Knows all aspects of the hotel; i.e. guestroom locations, type of room and views, rates, available packages and information on the restaurant and lounge.
• File check out registration cards and folios.
• Conduct personal behavior in a mature, professional, business manner when representing The Columbia Gorge Hotel.
• Log all individual and group reservations to maintain accurate counts of rooms sold by night
• Communicates with sales department to ensure proper handling of group bookings
• Maintains availability board as necessary (4 months out) to insure maximum occupancies (not to exceed 100%) at highest rate possible
• Block rooms to satisfy individual and group room requests
• Control rooms inventory
• Complies with all policies and procedures set forth by The Columbia Gorge Hotel Employee Handbook
• Responsible for a predetermined dollar amount issued as a bank
• Cashing in and out
• Shift balancing
• Posting of all charges on micros
• Post of room and tax
• Shift checklist

Qualifications:

• High school diploma or GED
• Ability to work well under pressure
• Ability to maintain a professional appearance at all times
• Ability to work as part of a team
• Ability to work with a minimum of supervision
• Ability to handle many tasks at one time
• Ability to read and follow both verbal and written instruction
• Ability to communicate effectively
• Prior cash handling experience
• Basis math skills
• Flexible, able to work any days any shifts and any hours

Working Conditions:

This position requires the ability to perform those activities necessary to complete the essential functions of the job, either with or without reasonable accommodation.

Standing: 45%*

Sitting: 35%*

Bending: 5%

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