PT Front Desk Agent

AccorHotel • Miami, FL

80d

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.
• Must be able to stand or walk a minimum eight-hour shift.
• Must have excellent communication skills and be able to read, write, speak and understand English.

Nice To Haves

• Additional language ability preferred.
• Experience in upscale or lifestyle brand hotel.

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.
• 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
• Education Level: High school or GED