Front Desk Agent - FT

DRIFTWOOD HOSPITALITY MANAGEMENT•Doral, FL

5d•$16 - $17•Onsite

About The Position

The Front Desk Agent greets and registers guests, provides prompt and courteous service, and closes guest accounts at checkout while helping ensure guests have an exceptional stay that meets the hotel’s quality standards. The role involves guest communication, reservation and payment processing, responding to requests and complaints, and maintaining a safe, neat front-office environment. The hotel operates 24 hours a day, seven days a week, so shift days, start times, and weekly hours may vary according to operational needs.

Requirements

High school diploma preferred; equivalent combinations of education, training, or experience may provide the required knowledge, skills, and abilities.
Prior hospitality experience preferred but not required.
Skill using a calculator and performing moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, collect accurate information, and help resolve conflicts.
Ability to read, listen, and communicate effectively in English, verbally and in writing.
Ability to access and accurately enter information using a moderately complex computer system.
Hearing and vision sufficient to observe and detect signs of emergency situations.
Ability to stand and move throughout front-office areas and continuously perform essential job functions; expected to stand for 95% of the shift.
Ability to lift up to 25 pounds.
Ability to occasionally twist, bend, stoop, reach, stand, and walk; frequent talking, hearing, seeing, and smiling.

Nice To Haves

High school diploma.
Prior hospitality experience.

Responsibilities

Greet guests promptly and warmly, listen to their requests, provide accurate information, and respond appropriately.
Complete guest registration using the computer system, confirm guest and rate details, select rooms according to guest needs, and prepare electronic keys and applicable certificates or coupons.
Verify and authorize credit cards, handle cash and make change, balance the assigned house bank, and accept and record other forms of payment.
Post charges to guest rooms and house accounts using the computer system.
Answer telephone calls clearly and courteously, enter messages into the computer, retrieve messages, and communicate them to guests.
Retrieve mail, small packages, and facsimiles for guests upon request.
Close guest accounts at checkout and confirm guest satisfaction.
Research and address guest dissatisfaction and complaints, including issues involving room location, credit, pricing, or heating and air conditioning; refer matters to a supervisor when appropriate.
Remain calm and alert during emergencies and periods of heavy hotel activity, and use judgment and discretion to carry out detailed tasks.
Keep corridors and service areas neat.
Follow company policies and safety and security procedures; know fire-prevention and emergency procedures; use protective equipment; and report unsafe conditions, accidents, injuries, near-misses, or property damage or loss.
Maintain a neat, clean, and well-groomed appearance.
Assist other Front Desk Personnel as needed and perform related duties requested by a supervisor or manager.