Esme Hotel Front Desk Agent

Think Hospitality • Miami Beach, FL

1d • Onsite

About The Position

The Front Desk Agent is responsible for the registration of new guests, departures, reservations, cashier close reports, and front office reports. This role requires interaction and collaboration with other departments to ensure efficient operations and the maintenance of the highest possible service standards for clientele at all times.

Requirements

• Excellent communication, interpersonal, and organization skills.
• Ability to communicate in English and Spanish preferred.
• Must be able to carry 10 lbs.
• Commitment to superior customer service and excellent customer service skills.
• Proven ability to influence a team and achieve results.
• Flexibility and creative problem-solving ability.
• Strong initiative and self-motivation.
• Fluency in job-related English both verbal and non-verbal.
• An appreciation and respect for the diversity of all individuals in the workplace.
• Ability to handle pressure and work in a fast-paced environment.
• Must be able to work days, evenings, and weekends as necessary.

Responsibilities

• Completes the registration process by inputting and retrieving information from the computer, confirming pertinent information including the number of guests and room rates.
• Assigns rooms based on guest's specific requests, VIP status, etc.
• Issues keys and non-verbally confirms the room number and rate.
• Informs guests on hotel facilities and amenities, and provides directions within the property.
• Communicates luggage delivery/retrieval with bell staff, and car requests with the valet if needed.
• Performs basic accounting procedures including exchange of foreign currency, cash handling, posting charges to guest folios, and making adjustments.
• Reviews reports such as credit limit report, arrivals/departures, discrepancy report, and group resumes, and communicates pertinent information to the respective department.
• Communicates credit issues to all revenue-generating departments.
• Projects a warm welcome, follows the 10-5 rule, and acknowledges waiting guests without exception.
• Uses a clear and positive speaking voice, listens to understand requests, responds with appropriate action, and provides options.
• Communicates guest requests with the appropriate department.
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
• Listens and extends assistance to resolve guest dissatisfaction using empowerment within acceptable limits.
• Consults Front Office managers for further assistance.
• Reviews departing guest folios and invites guests back.
• Makes reservations.
• Acts as concierge assisting guests with directions, transportation, and coordinating further accommodation through concierge.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees