Front Desk Agent

Canopy by Hilton West Palm Beach Downtown; West Palm Beach (FL); On-site; USD 30,000 - 40,000; Full time

Job summary

An established industry player is seeking a dedicated Front Desk Agent who will be the first point of contact for guests, ensuring a warm welcome and exceptional service. This role requires a blend of customer service skills, effective communication, and the ability to handle financial transactions accurately. You will be responsible for managing guest registrations, addressing complaints, and maintaining a clean and organized front office area. Join a vibrant team in a dynamic environment where your contributions will directly impact guest satisfaction and hotel reputation. If you thrive in a fast-paced setting and love helping others, this opportunity is perfect for you.

Benefits

401(k)

Dental insurance

Disability insurance

Employee assistance program

Flexible spending account

Health insurance

Life insurance

Paid time off

Vision insurance

Room Discounts

Employee Food and Beverage Discounts

Qualifications

• High school diploma preferred; hospitality experience is a plus.
• Ability to communicate effectively in English, both verbally and in writing.

Responsibilities

• Greet and register guests, ensuring an exceptional stay.
• Handle guest complaints and resolve issues with tact and diplomacy.
• Perform accurate mathematical calculations and manage payments.

Skills

Customer Service

Mathematical Skills

Conflict Resolution

Effective Communication

Attention to Detail

Education

High School Diploma

Tools

Computer System

Calculator

Job description

Job Summary

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, as well as ensuring the guest has an exceptional stay, to meet hotels high standards of quality.

Essential Job Functions

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

1. Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action 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 pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys, certificates, and coupons as appropriate. Requires continual standing and movement throughout front office areas.
3. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash; make change and balance as assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
4. Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
5. Close guest accounts at the time of check out and ensure guests satisfaction. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines, may include turning problem over to a supervisor.
6. Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. Keeps the corridors and service area neat at all times.
7. Adheres to all company policies and procedures.
8. Follows safety and security procedures and rules.
9. Knows department fire prevention and emergency procedures.
10. Utilizes protective equipment.
11. Reports unsafe conditions to supervisor/manager.
12. Reports accidents, injuries, near-misses, property damage or loss to supervisor.
13. Provides for a safe work environment by following all safety and security procedures and rules.
14. All team members must maintain a neat, clean and well-groomed appearance. (Specific standards outlined in team member handbook).
15. Assists other Front Desk Personnel when needed.
16. Perform any related duties as requested by supervisor/manager.

Knowledge, Skills & Abilities

The Hotel may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below, when applicable.

1. Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.
2. Prior hospitality experience preferred, but not required.
3. Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.
4. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
5. Ability to read, listen, and communicate effectively in English, both verbally and in writing.
6. Ability to access and accurately input information using a moderately complex computer system.
7. Hearing and visual ability to observe and detect signs of emergency situations.

Physical Demands

1. Ability to stand and move throughout front office and continuously perform essential job functions.
2. Stand 95% of shift.
3. Lifting up to 25 pounds maximum.
4. Occasional twisting, bending, stooping, reaching, standing, walking.
5. Frequent talking, hearing, seeing and smiling.

Benefits

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Room Discounts
• Employee Food and Beverage Discounts

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.

Source: Driftwood Hospitality