Lodging Front Desk Agent

ST JOE RESORT OPERATIONS LLC•Panama City, FL

25d•Onsite

About The Position

The Front Desk Agent checks hotel guests in and out and helps ensure that each guest has an enjoyable hotel experience. The role involves greeting guests, responding to questions and phone calls, recommending activities and restaurants, and providing information about rooms, rates, and amenities. The agent also handles payments, billing concerns, reservations, guest requests, and service issues; coordinates with housekeeping; and assists with luggage and transportation. The position is based at Hotel Indigo in Panama City, Florida.

Requirements

Sufficient education and literacy to identify and read product labels and communicate with guests about job-related needs.
Ability to read, write, speak, and communicate in basic English is preferred.
Previous customer service experience is preferred.
Previous hospitality experience is preferred.
Detail-oriented and thorough.
Ability to perform work consistently to a high standard.
Ability to remain discreet and respect guest privacy.
Ability to interact with guests in a pleasant, friendly manner.
Strong communication skills and ability to communicate clearly and professionally.
Ability to operate Microsoft Office applications effectively.
Familiarity with resort check-in software.
Knowledge of surrounding areas and attractions.
Ability to build and maintain professional relationships with local service providers.
Ability to resolve guest issues promptly, professionally, and in a friendly manner.
Ability to stand and move throughout the front office and lobby while performing essential job functions.
Ability to lift up to 25 pounds.

Nice To Haves

Previous customer service experience.
Previous hospitality experience.
Basic English communication skills.

Responsibilities

Register guests and accommodate requests whenever possible.
Handle the check-in and check-out process.
Take payments and resolve billing issues.
Post changes to appropriate guest accounts.
Maintain accurate records of guests who have checked in and out.
Answer phones and respond to emails professionally and in a friendly manner.
Answer guest questions and provide accurate, helpful information about the hotel’s available rooms, rates, and amenities.
Anticipate and address guest needs, resolving problems and complaints.
Recommend activities and restaurants.
Confirm group reservations and arrange personalized services for VIP customers and event attendees, such as wedding guests.
Upsell additional facilities and services when appropriate.
Liaise with housekeeping to ensure rooms are clean, tidy, and fully furnished for guests.
Store guest luggage and arrange transportation as needed.
Maintain a clean and tidy front desk area.
Perform other duties as assigned.