Front Desk Agent

Marriott • San Juan, PR

41d • Onsite

About The Position

Join Alma San Juan, Autograph Collection, a boutique hotel in the heart of Old San Juan and part of Marriott International's Autograph Collection. We are passionate about creating exceptional guest experiences while fostering a culture of respect, growth, and excellence for every member of our team. We are seeking a professional, friendly, and detail-oriented Front Desk Agent to join our team. The ideal candidate will provide exceptional customer service and act as the first point of contact for guests at our hotel. The Front Desk Agent will be responsible for checking guests in and out, answering inquiries, handling reservations, and ensuring guests have a comfortable and enjoyable stay. This is a customer-facing role, and we are looking for someone with excellent communication skills, a positive attitude, and a strong focus on guest satisfaction.

Requirements

• High school diploma or equivalent.
• Previous experience in a customer-facing role, preferably in the hospitality industry.
• Experience with hotel management systems.
• Previous experience using Opera PMS is required.
• Strong customer service skills and a passion for helping others.
• Ability to multitask, stay organized, and manage time effectively.
• Basic computer skills and familiarity with reservation and billing software's.
• Strong attention to detail and problem-solving skills.
• Flexibility to work various shifts, including mornings, evenings, weekends, and holidays as required.

Nice To Haves

• Additional education or training in hospitality or customer service is a plus.

Responsibilities

• Greet guests warmly and assist them with the check-in/check-out process. Ensure all necessary information is collected and accurately entered into the hotel’s reservation system (Opera PMS).
• Manage reservations by phone, email, and in person. Ensure accurate room assignments based on guest preferences and availability. Communicate with housekeeping and maintenance departments to coordinate room readiness.
• Provide information about hotel services, local attractions, and directions. Address guest inquiries and resolve any concerns promptly and professionally to ensure a positive guest experience.
• Handle guest complaints and issues with empathy and professionalism, ensuring that resolutions are quick and satisfactory. Escalate unresolved issues to a supervisor or manager.
• Process guest payments, including cash, credit, and debit card transactions. Ensure accurate billing and issue receipts as necessary. Handle cash floats and ensure proper handling of payment transactions.
• Keep the front desk area neat, organized, and well-stocked with necessary materials, such as brochures, keys, and guest information. Ensure a welcoming and clean environment for guests.
• Monitor guest safety and hotel security protocols. Ensure that only authorized individuals are allowed into the hotel or guest areas and report any suspicious activities.
• Communicate effectively with other hotel departments (housekeeping, maintenance, etc.) to ensure seamless guest services and efficient operations.
• Perform basic administrative tasks such as filing, data entry, and managing guest feedback. Assist with processing special requests, group bookings, and VIP guests.
• Promote additional services such as spa treatments, dining options, and event bookings to enhance guest satisfaction and drive hotel revenue.

Benefits

• Vacation Leave: Accrues at 1.25 days per month (15 days per year) for employees working at least 130 hours per month. Accrual becomes available after completing 6 months of employment and is retroactive to the hire date. Vacation may be carried over for up to 2 years, in accordance with company policy.
• Sick Leave: Accrues at 1 day per month (12 days per year) for employees working at least 130 hours per month. Maximum accumulation of 27 days (216 hours). Up to 15 days (120 hours) may be carried over per calendar year, in accordance with company policy.
• Health Insurance: 100% employer-paid coverage for the employee (minimum 130 hours per month), effective after 3 months of employment.
• Parking Incentive: $5.00 USD for each day effectively worked.
• Holiday Pay: Paid holidays effective after 3 months of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED