Front Desk Agent - FT

DRIFTWOOD HOSPITALITY MANAGEMENT•Fort Lauderdale, FL

About The Position

The Front Desk Agent greets and registers guests, provides prompt and courteous service, and closes guest accounts at checkout while helping ensure an exceptional stay that meets the hotel’s quality standards. The role involves handling guest requests, payments, messages, and complaints; using a computer system to manage reservations and guest accounts; and maintaining a safe, orderly front office environment. The hotel operates 24 hours a day, seven days a week, so shift days, starting times, and weekly hours may vary.

Requirements

Education and experience equivalent to high school graduation, or another combination of education, training, or experience that provides the required knowledge, skills, and abilities.
Skill using a calculator and preparing moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, collect information, and help resolve conflicts.
Ability to read, listen, and communicate effectively in English, verbally and in writing.
Ability to access and accurately input information using a moderately complex computer system.
Hearing and vision sufficient to observe and detect signs of emergency situations.
Ability to stand and move throughout the front office and continuously perform essential job functions; standing for 95% of the shift.
Ability to lift up to 25 pounds.

Nice To Haves

High school diploma.
Prior hospitality experience.

Responsibilities

Greet guests promptly and warmly, listen to their requests, and provide accurate information about hotel services, outlet hours, and local attractions.
Complete guest registration using the computer system, confirm guest and room details, select appropriate rooms, and code electronic keys, certificates, and coupons.
Authorize credit cards, handle cash and other forms of payment, make change, and balance the assigned house bank.
Perform arithmetic calculations and post charges to guest rooms and house accounts.
Answer telephone calls, enter and retrieve messages, and communicate messages to guests.
Retrieve mail, small packages, and facsimiles for guests upon request.
Close guest accounts at checkout and work to ensure guest satisfaction.
Research and attempt to resolve guest dissatisfaction and complaints, including price conflicts, room location changes, credit issues, and heating or air-conditioning problems; refer issues to a supervisor when appropriate.
Remain calm and alert during emergencies and periods of heavy hotel activity, and use judgment and discretion to plan and carry out detailed steps.
Keep corridors and service areas neat.
Follow company policies, safety and security rules, fire prevention and emergency procedures, and use protective equipment.
Report unsafe conditions, accidents, injuries, near-misses, and property damage or loss to a supervisor.
Maintain a neat, clean, and well-groomed appearance.
Assist other Front Desk Personnel as needed and perform related duties requested by a supervisor or manager.