Front Desk Agent

DRIFTWOOD HOSPITALITY MANAGEMENT•Fort Lauderdale, FL

1d•Onsite

About The Position

Driftwood Hospitality Management’s company culture empowers its associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. The company is renowned for its fully integrated approach to hospitality services with outstanding client service, and its team is made up of top talent in the hospitality industry. The Front Desk Agent is responsible for greeting and registering guests, providing prompt and courteous service, and closing out guest accounts upon completion of their stay, all while ensuring guests have an exceptional experience that meets the hotel’s high standards of quality. The hotel operates 24 hours a day and 7 days a week, requiring variations in shift days, starting times, and hours worked in a week.

Requirements

Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.
Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
Ability to read, listens, and communicates effectively in English, both verbally and in writing.
Ability to access and accurately input information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.

Nice To Haves

High school diploma preferred.
Prior hospitality experience preferred, but not required.

Responsibilities

Greet customers immediately with a friendly and sincere welcome.
Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
Make appropriate selection of rooms based on guest needs.
Code electronic keys, certificates, and coupons as appropriate.
Verify and imprint credit cards for authorization using electronic acceptance methods.
Handle cash; make change and balance as assigned house bank.
Accept and record vouchers, travelers’ checks, and other forms of payment.
Perform accurate, moderately complex arithmetic functions using a calculator.
Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear English communication.
Input messages into the computer.
Retrieve messages and communicate the content to the guest.
Retrieve mail, small packages and facsimiles for customers as requested.
Close guest accounts at the time of check out and ensure guest’s satisfaction.
In the event of dissatisfaction, research and attempt to resolve problem within established guidelines, may include turning problem over to a supervisor.
Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues.
Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and air conditioning, etc.
Remain calm and alert especially during emergency situations and heavy hotel activity.
Plan and implement detailed steps by using experienced judgment and discretion.
Keeps the corridors and service area neat at all times.
Adheres to all company policies and procedures.
Follows safety and security procedures and rules.
Knows department fire prevention and emergency procedures.
Utilizes protective equipment.
Reports unsafe conditions to supervisor/manager.
Reports accidents, injuries, near-misses, property damage or loss to supervisor.
Provides for a safe work environment by following all safety and security procedures and rules.
Maintain a neat, clean and well groomed appearance.
Assists other Front Desk Personnel when need.
Perform any related duties as requested by supervisor/manager.