Front Desk Agent

Beyond Grad•Atlanta, GA

7d•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 specific training within the Rooms Division, focusing on guest services, pre-arrival coordination, and front desk supervision. The program is designed to provide a well-rounded understanding of hotel operations and guest relations.

Requirements

Enrolled in a post-secondary ministerially recognized academic institution in the hospitality industry OR
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, and local resources.
Learn 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 for VIPs/repeat guests.
Act as a liaison between guests and operating departments.
Maintain and update 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 their requests or problems have been met to their satisfaction.
Update guest folios to accurately track information.
Coordinate guest arrivals with other departments and assign rooms per guest request.
Review out-of-order rooms daily to determine status and estimate return to inventory.
Review late check-out requests and approve or deny.
Ensure market codes/rate plans are up-to-date.
Verify and adjust billing for guests.
Organize check-in/registration procedures for arriving groups.
Communicate with other departments and assist as needed.
Publish show rooms.
Approve or deny upgrade requests.
Oversee front desk agents.
Handle walk-over procedures.
Maintain hourly house counts and sell-out controls.
Manage room key controls.
Train staff on upselling techniques.
Resolve guest concerns.
Assign tasks to front desk agents.
Provide training and support to front desk agents.
Maintain all front desk related equipment and a par stock of supplies.
Implement 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.