Front Desk Agent

DRIFTWOOD HOSPITALITY MANAGEMENT•Miami, FL

2d•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 an exceptional stay that meets the hotel’s quality standards. The role involves communicating guest information, processing payments, responding to requests and complaints, and supporting safe and orderly front office operations. The hotel operates 24 hours a day, seven days a week. Operational needs may therefore require variations in shift days, start times, and hours worked in a week. The position requires continual standing and movement throughout front office areas, with standing for 95% of the shift.

Requirements

Education and experience equivalent to high school graduation, or another combination of education, training, or experience that provides the required knowledge, skills, and abilities.
Ability to perform moderately complex mathematical calculations accurately and use a calculator.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, gather accurate information, and 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 visual ability to observe and detect signs of emergency situations.
Ability to stand and move throughout front office areas and continuously perform essential job functions; stand for 95% of the shift.
Ability to lift up to 25 pounds.

Nice To Haves

High school diploma preferred.
Prior hospitality experience preferred, but not required.

Responsibilities

Greet guests promptly and warmly, listen to their requests, provide accurate information, and take appropriate action.
Complete guest registration in the computer system, confirm guest and rate information, assign rooms according to guest needs, and code electronic keys, certificates, and coupons as appropriate.
Verify and authorize credit cards; handle cash, make change, balance the assigned house bank, and accept and record vouchers, travelers’ checks, and other payments.
Post charges to guest rooms and house accounts, perform moderately complex arithmetic, and close guest accounts at checkout.
Answer the telephone, enter and retrieve messages, and communicate messages to guests.
Retrieve mail, small packages, and facsimiles for guests upon request.
Address guest dissatisfaction and complaints by researching issues, seeking effective solutions, and escalating matters to a supervisor when appropriate.
Remain calm and alert during emergencies and periods of high hotel activity, and use judgment and discretion to plan and implement detailed steps.
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.