Front Desk Agents are responsible for providing exceptional customer service to guests during the check-in and check-out process, as well as handling inquiries, reservations, and guest requests.
Performance Areas:
Guest Check-in and Check-out
How well does the employee greet guests warmly upon arrival, expedite the check-in process, and ensure accurate registration and room assignment?
Does the employee efficiently process guest check-outs, settle accounts, and provide departure assistance and information?
How effectively does the employee handle guest inquiries, requests, and concerns during the check-in and check-out process, demonstrating professionalism and problem-solving skills?
Reservation Management
How well does the employee manage guest reservations, modifications, and cancellations, ensuring accuracy and adherence to hotel policies and procedures?
Does the employee utilize reservation management systems and software to check room availability, process bookings, and maintain up-to-date records?
How effectively does the employee communicate reservation details and special requests to other hotel departments to ensure seamless guest experiences?
Customer Service and Communication
How well does the employee respond to guest inquiries, requests, and concerns in person, over the phone, and via email, providing accurate information and timely assistance?
Does the employee demonstrate active listening skills, empathy, and patience when addressing guest needs and resolving issues?
How effectively does the employee communicate hotel services, amenities, and policies to guests, promoting upsell opportunities and enhancing guest satisfaction?
Problem Resolution
How well does the employee anticipate and address potential issues or conflicts during guest interactions, proactively seeking solutions and preventing escalations?
Does the employee handle guest complaints and concerns promptly, professionally, and to the satisfaction of the guest?
How effectively does the employee escalate unresolved issues or complex situations to management or other departments for resolution?
Cash Handling and Financial Transactions
How well does the employee handle cash, credit card transactions, and guest accounts accurately and securely, following established procedures and protocols?
Does the employee balance cash drawers, reconcile transactions, and maintain accurate records of financial transactions and guest accounts?
How effectively does the employee identify and resolve discrepancies or errors in financial transactions, ensuring accountability and compliance with audit standards?
Safety and Security
How well does the employee maintain vigilance and awareness of the lobby area, monitoring guest activity and addressing any security concerns or suspicious behavior?
Does the employee follow security protocols and procedures to safeguard guest belongings, protect sensitive information, and ensure the safety of guests and staff?
How effectively does the employee respond to emergency situations or incidents, following established protocols and providing assistance and support as needed?
Overall Performance:
Summarize the employee's performance during the review period.
Highlight key strengths and areas for improvement.
Goals and Development:
Discuss performance goals for the next review period, structured as SMART goals (Specific, Measurable, Achievable, Relevant, Time-Bound).
Identify areas for professional development and training opportunities.
Additional Comments:
Provide any additional comments or feedback about the employee's performance.
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