Front Desk Agent

AccorHotel•Miami, FL

42d

About The Position

From our dazzling location in the heart of Miami, we offers both our staff and our guests a hip, cutting-edge experience in the world of hotels as theater. We have an exciting job opportunity to join our Front Desk team as a Front Desk Agent at Hyde Midtown, Miami. Job Purpose: Under the general guidance of the Front Office Manager, perform all duties connected with arriving and in-house guests, ensure that all our regular and VIP guests receive high quality, personalized service, an Engaging, Dynamic Guest Experience and maintain our guest recognition program.

Requirements

Bachelor’s Degree preferred. High School Diploma or equivalent required
One (1) to two (2) years in a public contact position, preferably in an upscale or lifestyle brand hotel
Ability to work overnight
An intermediate to proficient understanding of Computer systems such as Opera, Go Concierge, HotSOS, Microsoft Word, Excel & Outlook is preferred
Enter and locate work-related information using computers and/or point-of-sale systems
Ability to spend extended lengths of time viewing a computer screen
Possess a gracious, friendly, and fun demeanor
Ability to multitask, work in a fast-paced environment, and have a high level of attention to detail
Maintain positive and productive working relationships with other employees and departments
Ability to work independently and to partner with others to promote an environment of teamwork
Must be able to stand or walk a minimum eight-hour shift.
Must be observant and quick to respond to various situations while also multitasking and handling stressful situations.
Must be able to twist, tow (push or pull), reach, bend climb, and carry objects as necessary.
Must have excellent communication skills and be able to read, write, speak, and understand English.
Must be able to work inside and outside at all times of the year as needed, based on business volumes.
Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The restaurant will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged, or lost PPE, or equipment that does not fit properly, to your Manager.
Requires the ability to lift large and heavy packages and boxes and the ability to load and unload small and large boxes as needed. Must have the ability to safely lift a minimum of 50 lbs. without assistance and to push and pull up to 150 lbs. with appropriate equipment.
All employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

Nice To Haves

Additional language ability preferred.

Responsibilities

Actively welcome, greet, and check guests in
Inform guests with a savvy knowledge of the hotel, its services, the city, and local ‘happenings’
Ensure all requests are dealt with accurately and they receive the appropriate service, attention, and follow up
Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservations, walk ins, VIP guests, groups, etc.
Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries
Deal with all guest requests, accidents, and/or thefts promptly, no later than within a 20 minute response time, and record all matters in HotSos or hotel-specific recording process
Update and maintain the reception handover book, and pass on all guest feedback to the Manager on duty so appropriate action may be taken
Ensure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with the company confidentiality standards
Ensure the correct procedure and policy standards are adhered to
Ensure all necessary supplies are available for the front desk, manage par stock, and order supplies
Complete the appropriate reports and audits during the overnight shift
Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payments; third-party payments, international currency, etc.
Encourage up-selling in order to maximize rates
Ensure work areas are cleaned and maintained at all times
Any other reasonable duties as assigned by the supervisor or manager
We recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional service
Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions, and provide accurate information.
Remain calm and alert, especially during emergencies and/or heavy restaurant activity, serving as a role model for the team and other employees. Interact with other department personnel and venue staff as needed.
Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
To be aware of and ensure constant compliance with all necessary operational policies including: • Health and Safety • Food Hygiene • Maintenance • Emergency Procedures • Liquor Licensing
Attend mandatory meetings including divisional meetings, staff meetings, etc.
Participate in community events and ensure corporate social responsibility goals of the company are met.
Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table, and any departmental-specific systems used.
Keep the work area clean and organized.
Ensure confidential documents are kept in a secured area.
When disposing of confidential documents that contain any personally identifiable information, they must be shredded or pulverized.
Complete other duties as assigned by the Department Head.
Demonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards.
Ensure compliance with the company’s policies and procedures.
Assimilate into the company’s culture through understanding, supporting, and participating in all the company elements. Demonstrate working knowledge of the service standards.
Regular attendance in conformance with the standards, which may be established by the company from time to time, is essential to the successful performance of this position.