Guest Specialist (Front Desk Agent)

Oetker Hotels•Palm Beach, FL

19h•Onsite

About The Position

The Vineta Hotel, a newly restored landmark in Palm Beach dating back to 1926, is reopening and seeking a Guest Specialist for its front office. This role is crucial in creating a personalized and unparalleled arrival and departure experience for guests, upholding Oetker Hotels' core practices. The hotel combines stylish décor with contemporary comfort, aiming to be the pinnacle of hospitality in Palm Beach. This position offers career and development opportunities within the Oetker Hotels portfolio.

Requirements

2 years of guest services experience in the luxury hospitality industry (Preferred).
College degree in Hospitality Management preferred or equivalent experience.
Fluent in English; other languages considered an asset.
Proficiency in Microsoft Office programs.
Proficiency in hotel front office systems.
Proficiency in Opera preferred.
Ability to work flexible hours, including days, evenings, overnights, weekends, and holidays.
Prolonged periods of sitting at a desk and working on a computer.
Ability to reach, bend, balance and transport various objects weighing up to 15 lbs. repeatedly during a shift.

Nice To Haves

Genuinely warm presence, friendly, sincere, and outgoing nature.
Ability to apply conflict resolution and critical thinking skills in a collaborative environment.
Self-motivated, decisive, responsible, and driven to achieve goals.
Strong organizational and interpersonal skills.
Exceptional oral and written communication skills.
Ability to think independently, possess good judgment, proven problem-solving skills and effective decision-making skills.
Guest-centric approach and extensive knowledge of hotel front office operations and luxury hospitality industry.

Responsibilities

Efficiently manage the check-in and check-out process, ensuring a warm welcome and a smooth departure.
Manage reservations using the hotel’s booking system, assisting guests with inquiries, changes, and cancellations.
Handle PBX operations and take in-room dining orders.
Provide information on hotel amenities, services, and local attractions.
Address guest inquiries and resolve issues promptly and professionally.
Collaborate with housekeeping, engineering, and food and beverage departments to fulfill guest requests.
Promote hotel services and amenities, upselling when appropriate.
Process payments accurately, ensuring guests understand their charges and providing detailed billing.
Offer personalized recommendations and make arrangements for dining, transportation, and activities.
Build rapport with guests, anticipating their needs and ensuring their comfort.
Encourage guest feedback and address concerns or complaints professionally.
Manage time efficiently to prioritize tasks and ensure timely service.
Be sensitive to and understanding of diverse cultures and backgrounds.
Maintain high standards of guest services.
Assist with bell services and lobby coverage during high volume or absences.
Prepare regular reports on guest feedback, service metrics, and maintain an accurate guest attention report.
Follow cash handling and auditing procedures.
Ensure proper procedures for dealing with guest illness or injury, system failures, fire alarms, robbery, security incidents, and other emergencies are followed.
Report unsafe conditions.
Build morale and spirit, interact positively with hoteliers and guests, and resolve problems to the satisfaction of all parties.
Ensure personal appearance and hygiene standards reflect a professional image.
Creatively execute strategies and drive results; invent new ways to create unparalleled experiences for guests and team members.