Front Desk Agent

Beyond Grad•200 Interstate N Parkway SE,, GA

25d•ZAR 55,000 - ZAR 65,000•Onsite

About The Position

This role involves a comprehensive orientation to the company and local community, covering business strategies, payroll, local resources, and computer systems. It also includes training in various guest services roles within the Rooms Division, such as Guest Services Agent, Pre-Arrival Coordinator, and Front Desk Supervisor. The program aims to equip individuals with the skills needed to provide exceptional guest experiences, manage front desk operations, and contribute to maximizing occupancy and revenue.

Requirements

Enrolled in a post-secondary ministerially recognized academic institution in the hospitality industry
OR a hospitality degree and at least 1 year of recent relevant work experience in the (ultra) luxury hotel industry (outside of the USA)
OR 5 years recent relevant work experience in the (ultra) luxury hotel industry (outside the USA)
Shown consistent career growth over the last years
Shown serious commitment to your most recent employers

Responsibilities

Receive orientation to the company and local community, including business strategies, payroll, local training areas, housing, transportation, and key contacts.
Receive computer training on company systems.
Learn processes for preparing VIP arrivals, assigning amenities, and processing special needs.
Contact top clients prior to arrival and inspect rooms and suites for VIPs/repeat guests.
Act as a liaison between guests and operating departments, and maintain the hotel guests database.
Escort arriving VIPs/repeat guests to their rooms and provide hotel tours.
Provide the highest standard of service and handle VIP complaints efficiently.
Coordinate teamwork with other departments.
Provide a personalized guest experience during pre-arrival, check-in, stay, and departure.
Follow up with guests to ensure satisfaction with requests or problem resolution.
Update guest folios accurately and coordinate guest arrivals with other departments.
Assign rooms per guest request and review out-of-order rooms daily.
Review late check-out requests and approve or deny them.
Ensure market codes/rate plans are up-to-date and verify/adjust guest billing.
Organize check-in/registration procedures for arriving groups.
Communicate with other departments and assist as needed.
Publish show rooms and approve or deny upgrade requests.
Oversee front desk agents and learn walk-over procedures.
Maintain hourly house counts and sell-out controls.
Learn to train staff on upselling techniques and resolve guest concerns.
Assign tasks to front desk agents and provide training and support.
Maintain all front desk related equipment and a par stock of supplies.
Learn strategies to maximize occupancy and revenue.
Review Housekeeping reports and follow up.
Learn front desk manager duties and responsibilities, including yield management, forecasts, scheduling, staffing processes, and daily management meetings.