Hotel Front Desk Agent - Plymouth

Think Hospitality•Miami Beach, FL

20d

About The Position

The Hotel Front Desk Agent is responsible for registering new guests, processing departures and reservations, completing cashier close reports, and preparing front office reports. The agent works efficiently with other departments and maintains high service standards for hotel guests. The role includes welcoming guests, handling guest requests and complaints, providing information about hotel facilities, and assisting with directions, transportation, and accommodation arrangements. The agent also performs basic accounting and cash-handling procedures and communicates relevant operational and credit information to other departments.

Requirements

Excellent communication, interpersonal, and organizational skills.
Ability to carry 10 pounds.
Commitment to superior customer service and excellent customer service skills.
Proven ability to influence a team and achieve results.
Flexibility and creative problem-solving ability.
Strong initiative and self-motivation.
Fluency in job-related English, both verbal and non-verbal.
Appreciation and respect for diversity in the workplace.
Ability to handle pressure and work in a fast-paced environment.
Must be able to work days, evenings, and weekends as necessary.

Responsibilities

Register guests by entering and retrieving information in the computer system and confirming guest counts and room rates.
Assign rooms based on guest requests and VIP status; issue keys and discreetly confirm room numbers and rates.
Inform guests about hotel facilities and amenities and provide directions within the property.
Coordinate luggage delivery or retrieval with bell staff and car requests with valet staff as needed.
Perform basic accounting procedures, including foreign currency exchange, cash handling, posting charges to guest folios, and making adjustments.
Review credit limit, arrivals and departures, discrepancy, and group-resume reports, and communicate relevant information to the appropriate departments.
Communicate credit issues to revenue-generating departments.
Welcome and acknowledge guests, use a clear and positive speaking voice, listen to requests, take appropriate action, and provide options.
Communicate guest requests to the appropriate department.
Research and address guest complaints, negotiate solutions, and assist with resolving dissatisfaction within authorized limits; consult front office managers when needed.
Review departing guests’ folios and invite guests to return.
Make reservations.
Assist guests as a concierge by providing directions and transportation information and coordinating further accommodation through the concierge.