GUEST SERVICE AGENT

Front Desk Agent

This position is responsible for performing a variety of guest service activities in an exceptionally friendly, professional and efficient manner commensurate with the demands of a world-class hotel. Registers guests, assigns rooms, settles guest accounts and coordinates with other departments to satisfy guest requests.

Job Specifications

Minimum Qualifications:

• Minimum one year Front Desk experience at a comparable quality property preferred
• General knowledge of hotel departments preferred
• Excellent communication skills oral and written
• Excellent guest service skills
• Ability to stand for an eight hour shift
• Ability to work a flexible schedule to include weekends and holidays

Job Duties

• Welcomes and registers guests in an outstandingly friendly, professional, efficient manner
• Whenever possible assigns rooms which satisfy all special requests
• Obtains necessary credit and payment information from guests
• Provides traveler check cashing and foreign currency conversion for Hotel guests
• Coordinates with other Hotel departments to satisfy guest requests
• Provides detailed information about Hotel facilities and operating hours
• Notifies Housekeeping of all special requests, late checkouts, room changes and day use rooms
• Posts charges received by Front Desk from Hotel outlets
• Adheres completely to all Grand Service standards
• Sells rooms in accordance with Front Desk sales strategies
• Receives and transmits guest messages
• Performs check-out and cash handling activities in accordance with all Hotel cashiering and credit policies
• Distributes and coordinates completion of survey cards during guest check-out
• Assists guests with kiosks computers for guest check-in & check-out
• Coordinates room changes for guests
• Issues and provides access and close out for guest safe deposit boxes
• Answers telephone calls and guest inquiries in a friendly, professional manner
• Reads and initials all entries in Front Desk Logbook and all information on Front Desk Bulletin Board
• Reads Group Profiles and Banquet Event information on a daily basis
• Maintains the cleanliness and excellent condition of equipment and work area
• Other duties as assigned

General

• Promotes and applies teamwork skills at all times
• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
• Is polite, friendly, and helpful to guests, management and fellow employees
• Executes emergency procedures in accordance with hotel standards
• Complies with required safety regulations and procedures
• Attends appropriate hotel meetings and training sessions
• Maintains cleanliness and excellent condition of equipment and work area
• Complies with hotel standards, policies and rules
• Recycles whenever possible
• Remains current with hotel information and changes
• Complies with hotel uniform and grooming standards

Within the first 30 days must be able to perform to standard all activities on the New Hire Training Checklist.

Grand Beach Hotel Miami Beach & Grand Beach Hotel Surfside