Front Desk Agent

The Palms Hotel & Spa•Miami Beach, FL

56d•Onsite

About The Position

The Front Desk Agent is a member of the Front Office team at The Palms Hotel & Spa in Miami Beach. The role is responsible for checking in arriving guests and checking out departing guests, while maintaining a courteous, efficient, and friendly approach in person and on the phone. The agent provides information about hotel facilities and local tourism, anticipates guest needs, responds to inquiries and requests, and handles reservations and special requests. The position also involves operating hotel property management systems, accurately handling cash and charges, calculating bills, issuing receipts, and carrying out cashier duties. Agents may cover AYS and PBX when necessary. The hotel is an independently owned luxury beachfront resort focused on wellness, sustainability, and personalized service. The property has 247 guest rooms and suites, gardens and a pool area, beach concession, meeting facilities, Essensia Restaurant and Bar, and the Palms AVEDA Spa. The hotel operates seven days a week, 24 hours a day, and shifts may be rescheduled according to business volume. The position is listed as full-time or part-time, with any shift, and pays $17.00 plus a monthly bonus.

Requirements

Hotel experience is required; previous front desk experience is preferred.
Proficiency in English is required; a second language is an asset.
Demonstrated computer skills for operating hotel property management systems.
Ability to accurately handle cash and charges.
Strong customer-service orientation, with particular attention to etiquette.
Excellent verbal communication, listening, interpersonal, and time-management skills.
Ability to manage multiple tasks in a fast-paced, changing environment and work both independently and as part of a team.
Professional appearance and manner, courtesy, friendliness, and a calm, organized approach.
Attention to detail and exceptional follow-up.
Creative problem-solving skills and the ability to evaluate alternatives and select a course of action.
Ability to promote teamwork and a can-do attitude.
Ability and availability to work shifts scheduled around business volume in a hotel operating 24 hours a day, seven days a week.
Most of the time is spent standing or walking; the job requires regular walking, standing, and sitting, and frequent use of hands and arms to carry and lift items.
Occasional climbing and use of balance; ability to lift moderate weights of 10–20 pounds.
Close and distance vision abilities.
Ability to handle noxious and abrasive chemicals properly.

Nice To Haves

A second language.
Previous front desk experience.

Responsibilities

Check in all arriving guests and check out all departing guests.
Provide guests with a detailed orientation about the hotel and its facilities.
Anticipate guest needs and respond to guest inquiries and requests.
Receive accommodation reservations in person, by telephone, fax, or email.
Provide tourist information to guests.
Handle guest inquiries and special requests.
Accept messages and faxes for guests.
Calculate guest bills and issue receipts upon payment.
Perform cashier duties, cash travelers' cheques, and exchange foreign currency.
Follow in-house procedures to help ensure the security of guests and employees.
Cover AYS and PBX whenever necessary.
Operate hotel property management systems and accurately handle cash and charges.
Maintain hospitality and a courteous, efficient, and friendly manner in guest interactions.