Front Desk Agent

Job Description

• 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 hotel's 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 Applications.Knowledge 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.