Front Desk Agent - Portofino

ADP, Inc.; Pensacola Beach (FL); On-site; USD 17,000 - 25,000; Full time

Job summary

Portofino Island Resort in Pensacola Beach, FL seeks a guest services/front desk associate to deliver superior service to guests, owners, and team members. You will know the resort, its programs, and services to ensure 100% guest satisfaction; schedule flexibility is required.

The role requires standing, phone and in-person guest interactions, and accurate processing of check-ins/outs. Night audit/guest services experience is preferred; valid driver’s license and transportation are required.

Qualifications

• Great customer service skills, verbal and written.
• Able to demonstrate problem-solving skills and a positive attitude.
• Able to work flexible schedules, including weekends, nights, and holidays.
• Must have a valid driver's license and transportation.

Responsibilities

• Arrive in full uniform with a name tag 5 minutes before shift.
• Clock in, review logs, and check company email for shift information.
• Clean front desk area before and after shift.
• Log guest issues, follow procedures, and communicate with the next shift.
• Review reports and ensure checkouts and late departures are processed.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Time management

Uniformed appearance

Tools

PMS software

Job description

Hours/Days: Varied days and hours based on business needs.

Guest services and/or night audit experience preferred.

I. Job Description:

Responsible for providing Superior Service to all guests, owners, and fellow team members. Must have full knowledge of the resort, its programs, and its services to ensure 100% guest satisfaction. You are to exhibit courteous hospitality at all times and must be proactive in all areas. You must have a pleasant attitude and be able to work well under pressure. Schedule flexibility is a must due to the weekly schedule being based on arrivals, departures, and events.

II. Job Requirements:

• Requires long periods of standing as well as walking and bending as needed.
• Great customer service skills, verbal and written.
• Able to demonstrate problem-solving skills and the ability to project a positive attitude in person and over the telephone.
• Able to work all flexible schedules, including weekends, nights, and holidays.
• Must have a valid driver's license.
• Must have transportation to and from work.
• Must be in uniform with a name tag on before entering the building.
• Uniforms must be neat, clean, and pressed. Must meet grooming standards.
• Requires strong organizational skills.
• Must be able to work independently.
• Meet and exceed guest expectations.
• Perform in a professional, pleasant, and efficient manner at all times.
• Create a memorable experience for all guests and owners of Portofino Island Resort.

III. Job Responsibilities / Duties:

• Arrive 5 minutes before the scheduled time, in full uniform and with a name tag on.
• Clock in and meet with the previous shift for any important information needed for your shift.
• Each shift must check front desk logs for important information as well as check your company email for items that just pertain to you.
• All shifts must clean the front desk area before leaving your shift.
• All shifts must clean up any food, drinks, or trash used during your shift.
• Each shift must log all guest issues in the front desk log and inform the next shift of anything that will carry over to the next shift.
• Each Shift must follow the procedures for your shift.
• Review reports (check-out, pre-arrival, daily occupancy, etc).
• Read the Front Desk Daily Pass Down Log and your company email for important information needed.
• Email housekeeping any changes to in-house guest status, early arrivals, departures, late checkouts, or guest requests.
• Assure all checkouts are completed by 11 am and collect payment for any outstanding balances. Assure all late departures are billed accordingly and checked out of the system at the appropriate time.
• Guest arrivals ~ as guests arrive, check them in if the room is ready. If the room is not ready, follow procedures to alert housekeeping of early arrival. For check-in, make sure you get the ID and a valid CC. Confirm reservation information and email address. Add full payment, Pre-Auth CC, and have the guest sign a registration card.
• Review Premier Club Benefits with all qualified arrivals, as well as daily events or resort offerings that are available.
• Follow correct resort banding procedures to include resort guest and Adventure Package banding.
• Create arrival packets for added arrivals as well as for the next business day.
• Confirm with housekeeping that all rooms are clean and ready for check-in by 5:00 pm, and communicate to the Supervisor any discrepancies. Check-in is after 5 pm unless the room is ready early.
• Coordinate and communicate any guest room moves that are pending.
• Assure that if a cash deposit is due at the end of the shift that it is made according to procedure and promptly.
• Report any needs for supplies to the Supervisor. Audit supplies daily.
• Complete shift cash count and report any overages or shortages to the supervisor.
• Must be proficient and able to navigate all department software programs with speed and accuracy.
• Complete daily checklists and follow up on all items.