Front Desk Agent

Job Description

Job Description

The Betsy, located on South Beach’s iconic Ocean Drive, is considered one of the country's premier independent boutique hotels. Family owned and operated, it is steps from the beach and in the heart of the most exciting neighborhood in America. Its ownership family works actively with all the members of the extended Betsy team to curate every aspect of the hotel and guest experience, and The Betsy’s CEOs (Canine Executive Officers), golden retrievers Betsy and Rosa, welcome every guest.

Beyond its 130 elegant guest rooms and suites, the property boasts multiple restaurants by acclaimed Chef Laurent Tourondel as well as a spectacular array of common spaces: the Piano Bar with exceptional live jazz nine times a week, roof decks and terraces with panoramic ocean and skyline views (including a rooftop pool and bar suspended in mid-air), a coffee bar and gallery space home to just some of the hotel’s permanent and rotating art exhibitions, a library open 24/7, and a beach-facing front terrace with the best outdoor dining setup in greater Miami. The Betsy’s Writers’ Room, just one example of the ownership family's commitment to the arts, has hosted over 1,000 writers-in-residence. Above all, The Betsy is a haven for discerning travelers seeking luxury of experience and transcendent service.

We’re looking for the best and brightest in every field related to who we are and what we do. If you have a passion for any element of The Betsy’s DNA — whether commitment to excellent service, great food, creative arts, music, or simply an appreciation of The Betsy’s unique brand of understated, experiential luxury hospitality — we want to hear from you.

Job Summary:

Front Office Front Desk Agents are responsible for welcoming guests upon arrival, determining a guests’ reservation status and identifying how long they will be staying at The Betsy. Front Desk Agents help guests check in and out of the hotel, assist in assigning rooms and accommodate special requests whenever possible.

Responsibilities and Duties Include but Not Limited to the Following:

• Checks guests in and communicates services and amenities at The Betsy to guests upon arrival.
• Accommodates special requests whenever possible for each guest.
• At the end of guests' stay, processes guest check-outs.
• Assists in pre-registration and blocking of rooms for reservations.
• Thoroughly understands and adheres to proper credit, check-cashing, and cash handling policies and procedures. Performs cashier related functions like posting charges to guest accounts, raising paid outs, and currency exchange.
• Understands room status and room status tracking.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all checkouts, late checkouts, early check-ins, special requests, room-moves, and day use rooms.
• Works closely with the housekeeping and engineering departments in the keeping of room status reports up to date and coordinates requests for maintenance and repair work.
• Knows The Betsy’s room locations, types of rooms available, and room rates as well as the activities and services of The Betsy.
• Presents options and alternatives to guests and offers assistance in making choices by using suggestive selling techniques and The Betsy upselling strategy to sell rooms and to promote other services of the hotel.
• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
• Uses proper mail, package, and message handling procedures and records such transactions for proper tracking.
• Advises guests of any messages, mail, faxes, etc. received for them.
• Obtains proper identification for tax-exempt guests and attaches the form to the registration card.
• Maintains the cleanliness, sanitation, and neatness of the front desk area.
• Knows all safety and emergency procedures and is aware of The Betsy accident prevention policies.
• Performs additional tasks as requested by management.

Job Requirements:

• High school graduate or equivalent required.
• Experience in a similar position in a high-volume, high-end hotel is strongly preferred.
• Degree in hospitality management or related field desirable.
• Must be able to:
  • Speak, read, write, and understand English (Spanish desirable);
  • Use computer systems and devices including but not limited to property management system, guest service management system, and point-of-sales system;
  • Meticulously follow instructions;
  • Achieve sales goals;
  • Work well with others;
  • Work independently;
  • Multi-task;
  • Resolve complex problems;
  • Remain calm during stressful situations.
• Must be:
  • Extremely detail-oriented and precise;
  • Professional and friendly.

The Betsy – South Beach is an equal opportunity employer and a drug-free as well as harassment-free workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.