Front Desk Agent
Position Overview The Front Office Agent responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve an unparalleled guest experience. Duties & Responsibilities Work closely with Door Staff and Bell Staff to ensure a seamless arrival and departure experience. Create a memorable arrival and departure experience by providing a personalized check in and check out experience. Maintain a balanced bank assigned by the hotel. Reconcile all transactions at the close of each shift. Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assist guests in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Answer internal and external telephone inquiries in an efficient and friendly manner, using guest names when possible. Utilize a variety of computer systems (e. g. property management, and radio systems), high-speed Internet system and facsimile machines. Accept reservations, changes and cancellations in the absence of Reservations Department Staff. Answer guest calls and direct them appropriately in the absence of PBX Staff. Actively collect and meticulously record guest preferences. Up-sell rooms where possible according to established procedures to maximize revenues. Complete shift checklist and pass on important information. Assist with responsibilities and duties in the absence of or due to heavy volume in the areas of Attach , Concierge, Bell Staff, and lobby coverage. Must have the ability to perform other tasks or projects as assigned by hotel management and staff. Abide by the policies and procedures as set out in the Associate Handbook and any other applicable policies. Must work harmoniously and professionally with co-workers and management. Attend all scheduled shifts, including shift work and weekend work in accordance with the schedules. Other duties as assigned. Job Requirements Must have a passion for delivering outstanding luxury service. Self-motivated, decisive, responsible and driven to achieve goals. Strong interpersonal skills, exceptional oral and written communication skills. Ability to think independently, possess good judgment, proven problem-solving skills and effective decision-making skills. Must be organized and detail oriented. Strong multi-tasking skills. Must be able to stand for an entire shift. Ability to work flexible hours, including days, evenings, nights, weekends and holidays. Education & Experience Fluent in English. Proficiency of a secondary language would be an added advantage. Relevant experience in a similar capacity in a luxury hotel is preferred. Proficient in Word, Excel and Outlook. Experience with Opera would be an added advantage. College education in Hospitality preferred or equivalent experience.