Front Desk Agent

Tommy Bahama Miramonte Resort & Spa • Indian Wells, CA

23d • Onsite

About The Position

The Front Desk Agent is responsible for providing the highest quality guest service as it pertains to checking in/out of hotel guests; assisting guests with their luggage; taking hotel reservations; and answering guest questions in a gracious and professional manner. Demands accuracy with daily accounting procedures.

Requirements

• Ability to satisfactorily communicate in English (interact, understand, & respond) with guests, co-workers and management to their understanding.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Ability to accurately compute and manipulate mathematical calculations.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact, and diplomacy to defuse difficult situations.
• Ability to work well under pressure and multitask.
• High school graduate.
• Punctuality and reliable attendance.
• Interpersonal skills and the ability to work well with co-workers and guests.
• Excellent communication and listening skills.
• Ability to work under pressure.
• Excellent organizational and prioritization skills, attention to detail, and problem-solving skills.
• Must be mature, pleasant, courteous, cooperative and an enthusiastic team player who displays good human relations’ skills.
• Must be flexible in working hours, including weekends, evenings and holidays.

Nice To Haves

• Previous guest relations training
• Previous experience with automated property management system
• Previous hotel experience

Responsibilities

• Enthusiastically welcome our guests, anticipate their needs, assist them with check in and check out, and respond promptly with your personal spirit, however busy and whatever time of day.
• Create memorable experiences with a warm, welcoming personality that can relate to guests and associates.
• Utilize the freedom to go beyond to take initiative to resolve guest complaints and create loyalty.
• Share your personal passions and knowledge of the services and amenities available to guests to help them feel at home.
• Collaborate with team members to communicate what you see and hear to staff and management to ensure the guests’ needs are being met.
• Enjoy multi-tasking at a fast pace while having an impeccable eye for detail l to ensure accuracy and efficiency.
• Check-in and check-out hotel guests in a confident, professional, and friendly manner.
• Initiate upgrades offer and other upsell programs to maximize revenue.
• Direct guests to their rooms and provide information about resort amenities and events, such as restaurant and bar hours, wellness activities, etc...
• Provide gracious and efficient guest communication. Calls and emails should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Provide luggage assistance to guests as needed in a friendly and efficient manner.
• Review arrivals noting special requests and blocking rooms as necessary for VIP guests and group arrivals.
• Complete all items as listed on shift checklists.
• Ensure proper credit card procedures are followed to include credit card imprint and guest signature.
• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift.
• Maintain complete knowledge at all times of: all hotel features/services, hours of operation; all room types, numbers, layout, décor, appointments and location; all room rates, special packages and promotions; daily house count and expected arrivals/departures; room availability status for any given day; scheduled daily group activities.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Take, record and relay messages accurately, completely, and legibly using ALICE system.
• Accept and record wake-up call requests for Night Audit to complete.
• Communicate arrival guest information to designated departments/personnel (i.e., special requests, amenity deliver).
• Meet with departing Guest Experience Host to review business status and follow-up items.
• Provide Concierge service - fluent knowledge of local restaurants, unique events, city attractions, and guest amenities.
• Knowledgeable of hotel fire and emergency procedures.
• Encourage guest online engagement through conversation and Trip Advisor review card.
• Keep the front desk as well as lobby areas clean and well organized.
• Assist with reservations/group sales/event requests and relay the information to the designated departments.

What This Job Offers

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