Front Desk Agent

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Job summary –

Greet, check-in/check-out hotel guests courteously and efficiently, process all payments according to established hotel requirements, make recommendations, advise and sell rooms and related services, provide information to any guest or visitor inquiry and bid farewell to guests.

Essential Duties and Responsibilities – (Key Activities)

• Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.

• Process all payment types such as room charges, cash, checks, debit, or credit.

• Process all check-outs including resolving any late and disputed charges.

• Act at all times in a courteous, safe and efficient manner, in accordance with the hotel’s policies and procedures, ensuring that a high level of service is maintained

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

• Maintain complete knowledge at all times of:

o All hotel features/services, hours of operation.

o All room types, numbers, layout, decor, appointments and location.

o All room rates, special packages and promotions.

o Daily house count and expected arrivals/departures.

o Room availability status for any given day.

o Scheduled daily group activities / VIP’s.

• Participate in quality control activities.

• Interact in courteous and professional manner with all guests, staff and community members.

• Respond in courteous, professional and rapid manner in order to resolve all guest and staff difficulties.

• Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.

• Maintain clean and safe work area.

• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

• Ensure that standards, inclusive of grooming and attire of staff, are maintained at a superior level on a daily basis.

• Models the company’s culture, vision, mission and core values at all times.

• All other duties as required.

Others

• While this is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

Required Skills –

• Detail oriented and hands on, being able to maintain an organization in a multi-tasking environment.

• Team player with strong interpersonal skills, capable of engaging emotionally with guests and colleagues.

• Comply with quality assurance expectations and standards as directed by management (Forbes, LQA and Rosewood Brand Standards).

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• Must be able to perform job functions with attention to detail, speed and accuracy

• Be a clear thinker, remaining calm and resolving problems using good judgement

• Follow directions thoroughly

• Understand a guest’s service needs

• Work cohesively with co-workers as part of a team

• Work with minimal supervision

• Maintain confidentiality of guest information and pertinent hotel data

• Prior heavy exposure to Front Desk position

• Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

• Ability to be resourceful, creative and maintain flexibility

• Ability to perform mathematical operations with units of measure including, but not limited to dollars, cents, feet, inches, cups, pounds and ounces

• Required to speak, read and write English, with fluency in other languages preferred

• Must be able to exert physical effort in transporting 15 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding

Qualifications –

• Bachelor degree or equivalent work experience.

• Licenses & Certifications: None required

Experience –

• Minimum 1 year experience in a similar capacity for a luxury or ultra-luxury property.

Hourly Range $31.53 - $39.42