Front Desk Agent

Home2 Suites/Tru by Hilton Pompano Beach Pier; Pompano Beach (FL); On-site; USD 30,000 - 40,000; Full time

Job summary

An established industry player seeks a dedicated front desk associate to provide exceptional service to guests. In this role, you will greet and register guests, ensuring their stay meets the hotel's high standards. Your responsibilities will include managing guest accounts, addressing inquiries, and resolving issues promptly. Join a vibrant team where your contributions will enhance guest experiences and promote a welcoming atmosphere. This position offers opportunities for growth and development in the hospitality sector, making it an ideal fit for those passionate about customer service.

Benefits

401(k)

Dental insurance

Health insurance

Paid time off

Employee discounts on food and beverage

Qualifications

• Experience in hospitality is preferred but not required.
• Ability to access and accurately input information into a computer system.

Responsibilities

• Greet customers with a friendly welcome and assist with registration.
• Handle guest complaints and ensure satisfaction during checkout.

Skills

Effective communication skills

Customer service

Problem-solving

Basic math skills

Education

High school diploma

Job description

Job Summary

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay. Ensures guests have an exceptional stay to meet the hotel's high standards of quality.

Essential Job Functions

This description summarizes primary responsibilities and qualifications. The job description may not include all duties or qualifications required now or in the future. The hotel operates 24/7, so shift days, start times, and hours may vary.

1. Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond appropriately, and provide accurate information such as outlet hours and local attractions.
2. Complete the registration process by inputting and retrieving information from a computer system, confirming details like number of guests and room rate. Make appropriate room selections based on guest needs. Code electronic keys, certificates, and coupons as needed. Requires continual standing and movement throughout front office areas.
3. Verify and imprint credit cards for authorization using electronic methods. Handle cash, make change, and balance the house bank. Accept and record vouchers, travelers checks, and other payments. Post charges to guest rooms and accounts using the computer.
4. Answer the telephone promptly with positive and clear communication. Input messages into the computer, retrieve and communicate message content, and handle mail, packages, and facsimiles as requested.
5. Close guest accounts at checkout, ensuring guest satisfaction. Address any dissatisfaction by researching and resolving issues within guidelines or escalating to a supervisor.
6. Handle guest complaints by conducting thorough research to find effective solutions, resolving issues such as location changes or credit problems. Remain calm during emergencies and busy periods. Keep corridors and service areas neat.
7. Adhere to all company policies and procedures, including safety and security rules. Know fire prevention and emergency procedures, use protective equipment, and report unsafe conditions, accidents, injuries, or property damage.
8. Maintain a neat, clean, and well-groomed appearance as outlined in the team member handbook.
9. Assist other front desk personnel as needed and perform any additional duties assigned by supervisors or managers.

Knowledge, Skills & Abilities

The hotel considers equivalent combinations of education and experience that provide the necessary knowledge, skills, and abilities. A high school diploma is preferred.

• Experience in hospitality is preferred but not required.
• Proficiency in calculator use and performing moderately complex calculations accurately.
• Effective communication skills in English, both verbal and written, with patience, tact, and diplomacy to handle internal and external customers.
• Ability to access and accurately input information into a computer system.
• Hearing and visual acuity to observe and detect emergency signs.

Physical Demands

• Ability to stand and move throughout the front office, performing essential functions.
• Stand for 95% of the shift.
• Lifting up to 25 pounds.
• Occasional twisting, bending, reaching, and walking.
• Frequent talking, hearing, seeing, and smiling.

Benefits

• 401(k), dental, disability, health, life, and vision insurance
• Employee assistance program, flexible spending account, paid time off
• Room and employee food and beverage discounts

EEO: Driftwood Hospitality Management is committed to diversity and inclusion. We are an equal opportunity employer. Qualified applicants will be considered regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, veteran status, or other protected categories.

Source: Driftwood Hospitality