Hotel Front Desk Agent

Residence Inn Isla Verde • Carolina, PR

10d • Onsite

About The Position

The Guest Service Agent provides attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout, while helping maximize room revenue and occupancy. The position is at Residence Inn Isla Verde in Carolina, Puerto Rico, a 231-suite hotel near Isla Verde Beach and San Juan International Airport. The role includes operating Front Desk systems and, if applicable, the PBX console; assisting guests with hotel services and local information; handling reservations, packages, messages, and safe deposit boxes; and completing shift procedures and reports. Associates are expected to maintain Highgate Hotel standards, communicate courteously, protect confidential information, and support safe and efficient hotel operations. Flexible and long hours are sometimes required, and the associate must be able to stand for the entire shift and perform light physical work.

Requirements

• High school diploma or equivalent required.
• Computer experience required.
• Ability to communicate effectively verbally and in writing with employees and guests at all levels in an attentive, friendly, courteous, and service-oriented manner.
• Ability to listen to, understand, and clarify concerns raised by employees and guests.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Ability to understand and apply complex information and data from various sources to meet objectives.
• Ability to maintain confidentiality of information.
• Ability to stand for the entire shift.
• Light physical work: exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Maintain a warm and friendly demeanor and approach encounters with guests and employees in an attentive, courteous, and service-oriented manner.
• Flexible and long hours are sometimes required.

Nice To Haves

• College coursework in a related field is helpful.
• Experience in a hotel or related field preferred.
• Customer service experience preferred.

Responsibilities

• Greet and welcome guests at the Front Desk in accordance with Highgate Hotel standards.
• Maintain proper operation of the PBX console and ensure hotel standards are met, if applicable.
• Answer questions about hotel services, facilities, hours of operation, restaurants, transportation, and entertainment.
• Log and deliver packages, mail, and messages to guests and meeting rooms.
• Review the Front Office log and Trace File daily.
• Follow cash-handling and credit policies.
• Stay informed about rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
• Collect necessary information for room reservations and follow the rate-quoting scenario.
• Maintain knowledge of hospitality terminology and emergency procedures, and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
• Use proper two-way radio etiquette when communicating with employees.
• Operate relevant aspects of the Front Desk computer system.
• Complete shift-checklist tasks and duties in a timely and efficient manner.
• Complete bucket checks, room-rate verification reports, and housekeeping reports.
• Balance and prepare paperwork for shift closing according to hotel standards.
• Maintain and market promotions and guest programs.
• Keep the work area clean.
• Assist guests with safe deposit boxes.
• Attend required hotel meetings and training.
• Maintain regular attendance, proper uniform and nametag, and high standards of personal appearance and grooming.
• Help maximize productivity, identify problem areas, and assist with implementing solutions.
• Anticipate, prevent, identify, and resolve problems as necessary.
• Cross-train in other hotel-related areas and maintain confidentiality of information.
• Show initiative by anticipating guest and operational needs.
• Perform other duties as requested by management.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program (EAP)
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED