Front Desk Agent

Job Description

Job Description

POSITION PURPOSE

Responsible for the day-to-day shift operations at the Front Desk, completing daily tasks and checklists, satisfying guest’s requests or requirements, and representing the hotel and brand as an ambassador of the hotel.

 

ESSENTIAL FUNCTIONS

• Greet and welcome guests upon arrival.
• Register guests into the computer, verifying reservation, address, and credit information. Promote the Mondrian South Beach Preferred Guest Program and provide recognition and benefits to all present members.
• Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily.
• Cash checks and exchange currency for guests.
• Issue key to and control entrance of safety deposit boxes.
• Post miscellaneous charges as requested.

 

Other:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

 

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

 

Upon employment, all employees are required to fully comply with Mondrian South Beach rules and regulations for the safe and effective operation of the hotel’s facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

 

SUPPORTIVE FUNCTIONS

In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the requirements of the hotel. 

• Assist concierge in handling mail and facsimiles and providing guest with information regarding hotel facilities and local attractions.
• Book reservations for those guests who approach the Front Desk.
• Greeting guests warmly and professionally upon arrival 
• Handle check-in and check-out procedures efficiently 
• Provide information about hotel amenities, local attractions, and services 
• Resolve guest inquiries and complaints in a timely and courteous manner 
• Process payments and handle cash transactions accurately 
• Maintain a clean and organized front desk area 
• Assist with other tasks as assigned, such as luggage handling and room assignments

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.

• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written. 
• Must possess basic computational ability.
• Must possess basic computer skills.
• General knowledge of the city where hotel is located and its attractions.
• Extensive knowledge of the hotel, its services, and facilities.

PHYSICAL DEMANDS 

• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to stand and exert well-paced ability for up to 4 hours in length.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to exert well-paced ability in limited space.
• Must be able to lift up to 15 lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other employees.
• Ability to spend extended lengths of time viewing a computer screen.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment. 
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.  

QUALIFICATION STANDARDS

• High school or equivalent education required.
• One to two (1-2) years as a Front Desk Representative in the Luxury Hospitality industry.
• Excellent customer service skills 
• Strong communication and interpersonal skills 
• Ability to work well under pressure in a fast-paced environment 
• Basic computer skills, including proficiency in property management systems

 

Licenses or Certificates:

Ability to obtain and/or maintain any government required licenses, certificates, or permits.

 

Grooming:

All employees must maintain a neat, clean, and well-groomed appearance per Mondrian South Beach standards. 

 

 

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. The content of this job description will be reviewed on a regular basis to incorporate any new responsibilities which reflect the hotel business requirements.