Front Desk Agent - Hollywood Hotel

South Beach Group Hotels • Hollywood, FL

1d • Onsite

About The Position

The Front Desk Agent ensures that hotel guests are promptly checked in and out and that their requests and questions are handled politely and efficiently according to hotel standards. The role welcomes and registers guests, handles guest accounts and transactions, helps enforce credit and billing policies, and uses the hotel computer system to select and block rooms, preregister guests, and support VIPs and returning guests. The agent may arrange services during guests’ stays and coordinate future visits, while maintaining guest safety, confidentiality, professionalism, and knowledge of emergency procedures and hotel promotions.

This is a full-time, nonexempt position reporting to the Front Desk Manager. Work hours and days vary with business needs and may include weekends, holidays, evenings, and overnight shifts. The position has no supervisory responsibilities. The work takes place in a professional office environment and involves regular use of computers, phones, photocopiers, filing cabinets, and fax machines. The role is active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing; employees frequently lift or move items weighing over 50 pounds.

Requirements

• At least two years of experience in a front desk or hotel environment.
• At least one year of customer service experience.
• A college degree in hospitality, business administration, or a similar field.
• Ability to work independently and exercise good judgment to resolve issues.
• Flexible schedule and ability to work weekends and holidays.
• Ability to stand for long periods.
• Excellent written and oral communication skills.
• Ability to use computers; ability to handle cash and credit transactions.
• Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to communicate effectively with guests and coworkers and respond to guest requests.
• Ability to understand tasks performed by telephone operators, reservation agents, concierges, and housekeepers.
• Professionalism, courtesy, and respect toward guests and coworkers, including the ability to multitask and handle stress during busy periods.

Nice To Haves

• Previous front office, hotel, or customer service experience is preferred.
• Bilingual ability is preferred.
• Previous experience with ASI Front Desk Cloud is preferred.

Responsibilities

• Check guests out according to hotel procedures, make change, cash checks, and post charges to guest accounts using service standards.
• Welcome and register guests, fulfill requests, follow special instructions, and adhere to security and credit policies and procedures.
• Help management apply credit and guest billing policies.
• Participate actively in daily briefings and meetings.
• Conduct oneself discreetly in guest areas and protect the safety and confidentiality of guest-related matters.
• Know hotel emergency procedures.
• Understand and communicate promotions and enhancements effectively to employees and guests.
• Use the computer system to select and block rooms for arriving guests and preregister individuals or groups as required.
• Assist in escorting VIPs and returning guests to their rooms when requested.
• Offer to handle special arrangements during guests’ stays and coordinate future visits.
• Perform other duties assigned by the manager.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level