Guest Services Agent - Condado Vanderbilt Hotel

The Condado Collection•San Juan, PR

About The Position

Overview The Condado Collection is a collection of hospitality properties in Puerto Rico ranging from classic and modern luxury full-service hotels, to fine dining and entertainment. The Condado Vanderbilt is the standard of excellence and luxury resort hotels in San Juan and The Caribbean. Originally built in 1919 and restored to its distinguished grandeur, offers unsurpassed cuisine, exquisite rooms and suites, and highly personalized service. We aim to create experiences and inspire journeys not only for our guests, but also our workforce. We are confident that our team members are the key in delivering passionate and authentic hospitality service. Let’s create a collection of memories together! Key Responsibilities Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, and thank guests with genuine appreciation. Serving guests at the front desk while providing the highest level of service possible in an efficient, courteous, and professional manner. Handle all duties according to hotel policies, procedures, internal rules, and standards. Be knowledgeable about daily hotel operations, check daily event sheets, bulletin boards and be up to date with all changes, new procedures, and events. Be informed about room rates, packages, discounts, and promotions, and understand how to manage each effectively. Follow all cash handling and banking procedures to check out all guests efficiently. Perform guest registration and room assignment and accommodate special requests of all guests. Answer the phones according to the standards of proper etiquette. Know how to handle safe deposit boxes. Be familiar with the AM, PM, and night daily checklist to ensure smooth daily operations. Balance night audit transactions for daily sales journal information. Reconciles Front Desk and Outlets cash deposits daily. Follow all company, safety and security policies and procedures; report accidents, injuries, and unsafe working conditions to the Front Desk Manager. Complete safety training and certifications. Ensure uniform and personal appearance are clean and professional. Develop and maintain positive working relationships with others, support the team to reach common goals. Perform other reasonable job duties as requested by the supervisors.

Requirements

Hospitality oriented
High school diploma or equivalent; preferably in Hotel Management
Excellent communication and interpersonal skills
Proficiency in hotel management software and Microsoft Office
Ability to work quickly and efficiently, especially under pressure
Must be able to lift up to 50 pounds and stand for extended periods
Flexibility to work various shifts, including weekends and holidays
Fully bilingual (Spanish/English)

Responsibilities

Welcome and acknowledge all guests according to company standards
Anticipate and address guests’ service needs
Thank guests with genuine appreciation
Serve guests at the front desk while providing the highest level of service possible in an efficient, courteous, and professional manner
Handle all duties according to hotel policies, procedures, internal rules, and standards
Be knowledgeable about daily hotel operations, check daily event sheets, bulletin boards and be up to date with all changes, new procedures, and events
Be informed about room rates, packages, discounts, and promotions, and understand how to manage each effectively
Follow all cash handling and banking procedures to check out all guests efficiently
Perform guest registration and room assignment and accommodate special requests of all guests
Answer the phones according to the standards of proper etiquette
Know how to handle safe deposit boxes
Be familiar with the AM, PM, and night daily checklist to ensure smooth daily operations
Balance night audit transactions for daily sales journal information
Reconciles Front Desk and Outlets cash deposits daily
Follow all company, safety and security policies and procedures; report accidents, injuries, and unsafe working conditions to the Front Desk Manager
Complete safety training and certifications
Ensure uniform and personal appearance are clean and professional
Develop and maintain positive working relationships with others, support the team to reach common goals
Perform other reasonable job duties as requested by the supervisors