Front Desk Agent

The Front Desk Agent greets and welcomes all guests and provides superior service for all arriving and in-house guests. The Front Desk Agent contributes to the success of the Hotel by performing the following duties:

• Works closely with the Bell person to ensure a seamless arrival and departure experience.

• Creates a memorable arrival and departure experience by providing a personalized check in and check out experience.

• Reviews arrivals list for the day and checks VIP notes and special requests

• Upsells rooms whenever possible to achieve the highest possible room rate

• Maintains a balanced float assigned by the hotel. Reconcile all transactions at the end of each shift.

• Handles 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, in-house events, directions, etc.

• Answers internal and external telephone inquiries in an efficient and friendly manner, following hotel telephone etiquette guideline and using guest names when possible.

• Accepts reservations, changes and cancellations in the absence of Reservations Department Staff.

• Answers guest calls and direct them appropriately.

• Confirms out-of-order rooms with Housekeeping, and updates status of rooms as necessary

• Completes shift checklist and pass on important information.

• Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of 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 Colleague Handbook and any other applicable policies.

• Must work harmoniously and professionally with co-workers and management.

• Attends all scheduled shifts, including shift work and weekend work in accordance with the schedules.

• Other duties as assigned.

Qualification:

• Must have a passion for delivering outstanding 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, holidays and overnight shifts

• Fluent in English. Proficiency of a secondary language would be an added advantage.

• Relevant experience in a similar capacity in a luxury hotel.

• Proficient in Word, Excel and Outlook.

• Experience with property management systems would be an added advantage.

• College education in Hospitality preferred or equivalent experience.