Front Desk Agent

The Colony Hotel•Palm Beach, FL

12h•Onsite

About The Position

The Front Desk Agent is responsible for providing a warm welcome and efficient service to guests throughout the check-in and check-out process. This role manages reservations, handles guest requests, maintains accurate records, communicates pre-arrival information, and ensures a seamless guest experience. The Front Desk Agent serves as a central point of contact for guests, coordinating with multiple departments to uphold the highest standards of hospitality.

Requirements

Strong data entry and computer literacy.
Ability to remain calm, courteous, and focused under pressure.
Effective communication and problem-solving skills.
Strong organizational and prioritization abilities.
Attention to detail and confidentiality regarding guest and hotel information.
Security awareness in handling guest room access and sensitive data.
Ability to work independently and as part of a team.
Physical ability to remain stationary for extended periods and assist with light lifting or guest requests.
Professional demeanor and teamwork orientation.
Complete all required training and certifications.
Perform other duties as assigned by management.
High school diploma or equivalent.
Minimum one year of experience in a similar role within a luxury hospitality environment.
Proficiency with computers and hotel PMS systems.
Excellent English communication skills with proper grammar and legible writing.
Ability to perform basic mathematical calculations.

Nice To Haves

College education or vocational training in hospitality.
Previous Front Desk experience in a luxury market.
Knowledge of local attractions, services, and vendors.
Guest relations or customer service training certification.
Alcohol awareness certification.

Responsibilities

Welcome guests upon arrival and ensure smooth check-in and check-out processes.
Manage online, phone, and in-person reservations and maintain accurate booking and payment records.
Verify guest information, payment methods, and identification.
Liaise with housekeeping to ensure rooms are ready and meet guest expectations.
Provide information on hotel features, services, rates, promotions, and local attractions.
Handle guest requests promptly and courteously, ensuring follow-up and satisfaction.
Upsell room types, facilities, and services when appropriate.
Maintain cash bank accuracy and security of assigned keys.
Communicate effectively with other departments to coordinate guest needs.
Accurately record and relay guest messages, requests, and complaints using established logs.
Maintain cleanliness and organization of the Front Desk and lobby areas.
Participate in shift handovers and provide accurate updates on guest or departmental matters.
Follow safety, security, and emergency procedures at all times.
Provide support and collaboration to Front Office, Housekeeping, Food & Beverage, Engineering, Accounting, Security, Sales, and Executive Office teams as needed.