Description:
FRONT DESK AGENT - Full Time $18.00/Hourly
The Front Desk Agent will be the first point of contact for guests, providing exceptional customer service and ensuring a smooth check-in and check-out process. As a Front Desk Agent, you will play a key role in creating a positive and welcoming experience for our guests.
The Job
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Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
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Maintain positive guest relations at all times. Resolve guest complaints to over-the-moon satisfaction.
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Follow Hotel policies with lost and found items.
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Adhere to Hotel requirements for guest and team member accidents or injuries and in emergency situations.
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Continuously promote sanitation, safety, and security efforts.
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Encourage Social Media/5-star compliments or reviews on OTA’s.
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Greet guests warmly and efficiently, processing check-ins and check-outs with accuracy and speed.
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Maintain knowledge of Hotel features/services, hours of operation, room types, rates and numbers, layout, decor, appointments, special packages and promotions, daily count, expected arrivals and departures, group activities, and departmental policies and procedures.
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Manage reservations and room assignments, ensuring accuracy and availability.
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Process payments and handle guest accounts, adhering to company policies and procedures.
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Respond to guest requests and concerns promptly and professionally, resolving issues to their satisfaction.
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Responsible for maintaining an efficient and effective flow of information with guests, team members, managers, housekeeping, and other departments within the Hotel.
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Upsell hotel services and amenities to maximize revenue opportunities.
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Maintain a clean and organized front desk area, ensuring a professional appearance.
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Collaborate effectively with other departments to provide seamless service to guests.
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Follow all safety and security protocols to ensure the well-being of guests and staff.
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Ensure security of guest room access.
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Maintain confidentiality, security, and integrity of organizational data.
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Inspect, plan, and ensure that all materials and equipment are in complete readiness for service.
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Maintain knowledge of correct maintenance and use of equipment.
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Maintain knowledge of and comply with all departmental policies, service procedures, and standards.
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Access all functions of computer/software systems.
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Provide safe and courteous transportation for guests between the property and local beach access via company shuttle.
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Other duties as assigned.
Requirements:
Job Requirements
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Must be a United States citizen or possess a valid work permit.
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Must be able to read, write, and speak English. Fluency in other languages is beneficial.
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Must be able to accurately follow instructions, both verbally and written.
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Must have a valid driver's license with a safe driving record meeting company standards.
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Ability to work a flexible schedule that may include evenings, weekends, and holidays.
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Must be able to work in a fast-paced environment with urgency and empathy.
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Outstanding coordination and multi-tasking abilities.
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Professional in appearance and demeanor.
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Ability to learn, understand, and work within POS, PMS, CRM, and other Hospitality-specific software systems.
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Must have general computer skills including Microsoft Office and Google Suite.
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Must have the ability to deal effectively and interact well with guests, vendors, and team members.
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Must have the ability to resolve problems and/or conflicts in a diplomatic and tactful manner.
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Ability to calculate figures and amounts using basic math.
Supervision
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Reports to the Front Office/Desk Manager.
Education and Experience
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High school diploma or equivalent.
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Previous customer service experience is required.
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Previous Front Desk experience preferred.
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Familiarity with hotel reservation systems (experience with specific systems is a plus
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State Alcohol Serving Certificate.
