Front Desk Agent

• Process guest registrations check-ins check-outs room assignments and key issuance efficiently accurately and courteously.
• Coordinate guest room billing settle guest accounts and adhere to all cashiering credit and financial procedures.
• Block and assign rooms in the PMS ensuring designated room requirements preferences and special requests are communicated and followed through.
• Communicate hotel services amenities outlets hours of operation promotions and special offerings clearly and confidently to guests.
• Maintain complete knowledge of guest room types layouts bed configurations décor appointments locations and applicable room rates and packages.
• Maintain awareness of daily house count room availability expected arrivals and departures VIPs special requests and in-house guests.
• Generate print review and distribute daily and weekly operational reports as required.
• Assist other Front Office departments and operational teams as needed to ensure a seamless guest experience.

Royal Service & Guest Communications Flex Duties

• Serve as a telephone concierge answering internal and external calls promptly and professionally while following established hotel telephone etiquette.
• Process log and distribute incoming guest communications through email and digital messaging platforms including Kipsu in a timely and professional manner.
• Receive document dispatch and follow up on guest requests through Royal Service management software ensuring requests are completed and guest satisfaction is confirmed.
• Respond promptly and professionally to guest requests across all communication channels anticipating needs and providing personalized service.
• Handle In-Room Dining (IRD) order calls utilize suggestive selling and upselling techniques and coordinate with IRD and Culinary teams to facilitate accurate and timely delivery.
• Transition seamlessly between Front Desk and Royal Service responsibilities based on scheduled flex duties operational demands and peak activity periods.

Guest Relations & Service Recovery

• Anticipate guest needs acknowledge all guests warmly and provide attentive personalized service regardless of operational volume or time of day.
• Maintain positive guest relations and demonstrate professionalism discretion and genuine hospitality in every guest interaction.
• Respond to and resolve guest concerns and complaints promptly utilizing appropriate service recovery techniques and escalating issues when necessary.
• Document guest concerns requests and service recovery efforts accurately and ensure appropriate follow-up.
• Build guest loyalty through personalized service recognition of guest preferences and active promotion and participation in the hotels loyalty program.
• Maintain awareness of in-house groups meetings events VIP arrivals and other activities that may impact the guest experience.

Reservations & Administrative Support

• Enter update confirm and process room reservations cancellations modifications and date changes in accordance with established reservation policies and procedures.
• Enter group rooming lists as directed and coordinate with Sales Conference Services and other departments as required.
• Assist guests with folio inquiries billing questions account adjustments and other Front Office-related requests.
• Maintain accurate documentation and records related to guest transactions reservations requests and service recovery.

Departmental Knowledge Standards & Compliance

• Maintain complete knowledge of and comply with all departmental policies service procedures brand standards and operational requirements.
• Maintain current knowledge of all hotel facilities services outlets amenities hours of operation events promotions and daily offerings.
• Maintain knowledge of emergency procedures including appropriate response protocols and emergency services dispatch procedures.
• Maintain a clean organized sanitary and professional appearance of assigned work areas including the Front Desk and Royal Service Office.
• Protect guest privacy and confidentiality and appropriately safeguard guest information belongings hotel property and financial information.
• Demonstrate flexibility and willingness to assist with operational needs across Front Office and other hotel departments as directed by management.
• Perform other job-related duties and responsibilities as assigned.

Qualifications :

• High school graduate or equivalent vocational training certificate.
• Previous experience as a Front Desk Agent Royal Service Agent or Guest Relations role in a luxury hospitality environment preferred.
• Computer literate in Microsoft Windows and Office of Opera Property Management System (PMS) and PBX / telephone switchboard operating systems.
• Fluency in English (verbal and written); second language fluency (preferably Spanish) is an asset.
• Suggestively sell and up-sell hotel services packages and In-Room Dining options.
• Perform job functions with attention to detail speed and accuracy.
• Prioritize organize remain calm and resolve problems/complaints using sound judgment in a fast-paced environment.
• Work cohesively as part of a team with minimal supervision.
• Work cohesively as part of a team with minimal supervision.
• Maintain confidentiality of guest information and pertinent hotel data.
• Work a flexible and varied schedule based on business levels and market demand

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time