PT Front Desk Agent

Accor Hotels • Miami, FL

79d

About The Position

Under the general guidance of the Front Desk Manager and Front Office Manager, perform all duties connected with arriving and in-house guests, ensure that all our regular and VIP guests receive high quality, personalized service, an Engaging, Dynamic Guest Experience and maintain our guest recognition program.

Requirements

• High School Diploma or equivalent required. Bachelor's Degree preferred
• Minimum two (2) years' experience in reservations, one year experience in front desk operations, and one year experience in direct sales or retail trade; OR, an equivalent combination of education and experience. Preferably in an upscale or lifestyle brand hotel
• Proven team leader with a high level of energy and motivation with a proven track record of living the company's values
• An intermediate to proficient understanding of Computer systems such as: Opera, GoConcierge, HotSOS, Microsoft Word, Excel & Outlook is preferred
• Ability to spend extended lengths of time viewing a computer screen
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask, work in a fast-paced environment and have a high level attention to detail
• Maintain positive and productive working relationships with other employees and departments
• Ability to work independently and to partner with others to promote an environment of teamwork
• Must be able to stand or walk a minimum eight-hour shift
• Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations
• Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary
• Must have excellent communication skills and be able to read, write, speak and understand English
• Must be able to work inside and outside at all times of the year as needed, based upon business volumes
• Knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations

Nice To Haves

• Additional language ability preferred

Responsibilities

• Actively welcome, greet and check guests in
• Inform guests with savvy knowledge of hotel, its services, the city, and local 'happenings'
• Ensure all requests are dealt with accurately and they receive the appropriate service, attention and follow up
• Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservation, walk ins, VIP guests, groups, etc.
• Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries
• Deal with all guest requests, accidents and/or thefts promptly, no later than within a 20 minutes response time, record all matters in HotSos or hotel specific recording process
• Update and maintain the reception hand over book, pass on all guest feedback to the Manager on duty so appropriate action may be taken
• Ensure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with Ennismore confidentiality standards
• Ensure the correct procedure and policy standards are adhered to
• Ensure all necessary supplies are available for the front desk, manage par stock and order supplies
• Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payment; third party payment, international currency, etc.
• Encourage up-selling in order to maximize rates
• Ensure work areas are cleaned and maintained at all times

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Industry: Accommodation
• Education Level: High school or GED