Front Desk Agent
About The Position
The Front Desk Agent is the first point of contact for guests at B Ocean Resort in Fort Lauderdale, Florida. The role manages the guest experience from arrival through departure, including check-in and check-out, room assignments, payments, guest inquiries, and special requests. The agent coordinates with other departments, addresses issues promptly, and helps ensure a smooth and professional stay. The position also involves maintaining accurate guest accounts and following cash-handling, payment-card, privacy, safety, accessibility, and brand procedures. The agent uses property management, point-of-sale, and payment systems, supports sales through thoughtful upselling, and may assist Night Audit or other departments as needed.
Requirements
- High school education level.
- Comfort with computers and POS/PMS systems; typing and multitasking skills.
- Excellent communication, professionalism, and conflict-resolution skills.
- Reliability and attention to detail.
- Flexible schedule availability for days, evenings, and overnights, as well as weekends and holidays as needed.
- Must meet background and work authorization requirements.
Nice To Haves
- Prior front desk, customer service, or hospitality experience; strong service-minded candidates without experience will be trained.
- Bilingual ability.
Responsibilities
- Greet guests warmly and process check-ins, check-outs, room assignments, and special requests, including VIP requests.
- Verify identification and payment, obtain authorizations, maintain accurate folios, and follow cash-handling, PCI, and key-control procedures.
- Answer phone calls and emails promptly and provide information about property amenities, the local area, and transportation.
- Resolve guest concerns with empathy and urgency, escalate issues when needed, document incidents, and follow up.
- Coordinate with Housekeeping and Engineering regarding room readiness and service recovery, and communicate early arrivals and late checkouts.
- Operate PMS, POS, and payment terminals; run end-of-shift reports and reconcile drawers.
- Upsell room types and amenities where appropriate and promote on-site outlets and local partners.
- Uphold service, privacy, ADA, safety, and brand/company policies, and maintain a clean, organized lobby and work area.
- Support Night Audit and other departments as needed, and complete daily checklists and training assignments.
Benefits
- Competitive compensation package.
- Performance bonuses based on company and individual performance.
- Full medical, dental, and vision coverage.
- 401(k) plan with company match.
- Paid time off, including vacation, sick leave, and paid holidays.
- Professional development, career advancement, mentorship, and ongoing learning opportunities.
- Employee discounts on hotel stays and services across PHM properties.
- Health and wellness initiatives.
- Flexible scheduling and work arrangements.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
