Front Desk Agent

Job Description

Job Description

Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting-- U.S. Presidents, European Royalty, and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.

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The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place.

JOB OVERVIEW:

The Front Desk Agent is responsible for providing a warm welcome and efficient service to guests throughout the check-in and check-out process. This role manages reservations, handles guest requests, maintains accurate records, communicates pre-arrival information, and ensures a seamless guest experience. The Front Desk Agent serves as a central point of contact for guests, coordinating with multiple departments to uphold the highest standards of hospitality.

ESSENTIAL JOB FUNCTIONS:

• Welcome guests upon arrival and ensure smooth check-in and check-out processes.
• Manage online, phone, and in-person reservations and maintain accurate booking and payment records.
• Verify guest information, payment methods, and identification.
• Liaise with housekeeping to ensure rooms are ready and meet guest expectations.
• Provide information on hotel features, services, rates, promotions, and local attractions.
• Handle guest requests promptly and courteously, ensuring follow-up and satisfaction.
• Upsell room types, facilities, and services when appropriate.
• Maintain cash bank accuracy and security of assigned keys.
• Communicate effectively with other departments to coordinate guest needs.
• Accurately record and relay guest messages, requests, and complaints using established logs.
• Maintain cleanliness and organization of the Front Desk and lobby areas.
• Participate in shift handovers and provide accurate updates on guest or departmental matters.
• Follow safety, security, and emergency procedures at all times.

Secondary Functions

• Provide support and collaboration to Front Office, Housekeeping, Food & Beverage, Engineering, Accounting, Security, Sales, and Executive Office teams as needed.

QUALIFICATIONS:

• Strong data entry and computer literacy.
• Ability to remain calm, courteous, and focused under pressure.
• Effective communication and problem-solving skills.
• Strong organizational and prioritization abilities.
• Attention to detail and confidentiality regarding guest and hotel information.
• Security awareness in handling guest room access and sensitive data.
• Ability to work independently and as part of a team.
• Physical ability to remain stationary for extended periods and assist with light lifting or guest requests.
• Professional demeanor and teamwork orientation.

• Complete all required training and certifications.
• Perform other duties as assigned by management.

Education/Experience Requirements:

Essential:

• High school diploma or equivalent.
• Minimum one year of experience in a similar role within a luxury hospitality environment.
• Proficiency with computers and hotel PMS systems.
• Excellent English communication skills with proper grammar and legible writing.
• Ability to perform basic mathematical calculations.

Desirable:

• College education or vocational training in hospitality.
• Previous Front Desk experience in a luxury market.
• Knowledge of local attractions, services, and vendors.
• Guest relations or customer service training certification.
• Alcohol awareness certification.