FT Front Desk Agent

Sls Lux Brickell-posted 10 months ago

Full-time • Entry Level

Miami, FL

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Under the general guidance of the Front Office Manager, perform all duties connected with arriving and in-house guests, ensure that all our regular and VIP guests receive high quality, personalized service, an Engaging, Dynamic Guest Experience and maintain our guest recognition program.

Actively welcome, greet, and check guests in
Inform guests with a savvy knowledge of the hotel, its services, the city, and local ‘happenings'
Ensure all requests are dealt with accurately and they receive the appropriate service, attention, and follow up
Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservations, walk ins, VIP guests, groups, etc.
Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries
Deal with all guest requests, accidents, and/or thefts promptly, no later than within a 20 minute response time, and record all matters in HotSos or hotel-specific recording process
Update and maintain the reception handover book, and pass on all guest feedback to the Manager on duty so appropriate action may be taken
Ensure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with THE COMPANY confidentiality standards
Ensure the correct procedure and policy standards are adhered to
Ensure all necessary supplies are available for the front desk, manage par stock, and order supplies
Complete the appropriate reports and audits during the overnight shift
Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payments; third-party payments, international currency, etc.
Encourage up-selling in order to maximize rates
Ensure work areas are cleaned and maintained at all times
Any other reasonable duties as assigned by the supervisor or manager

Bachelor's Degree preferred. High School Diploma or equivalent required
One (1) to two (2) years in a public contact position, preferably in an upscale or lifestyle brand hotel
Ability to work overnight
An intermediate to proficient understanding of Computer systems such as Opera, Go Concierge, HotSOS, Microsoft Word, Excel & Outlook is preferred
Ability to spend extended lengths of time viewing a computer screen
Possess a gracious, friendly, and fun demeanor
Ability to multitask, work in a fast-paced environment, and have a high level of attention to detail
Maintain positive and productive working relationships with other employees and departments
Ability to work independently and to partner with others to promote an environment of teamwork
Must be able to stand or walk a minimum eight-hour shift
Must be observant and quick to respond to various situations while also multitasking and handling stressful situations
Must be able to twist, tow (push or pull), reach, bend climb, and carry objects as necessary
Must have excellent communication skills and be able to read, write, speak, and understand English
Must be able to work inside and outside at all times of the year as needed, based on business volumes

Additional language ability preferred

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety
Team members will be trained in the proper use and care of any assigned PPE

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