FT Front Desk Agent

Ennismore; Miami (FL); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player in the hospitality sector is seeking a dynamic Front Desk Associate to join their vibrant team in Miami. This role is pivotal in delivering exceptional guest experiences, ensuring that every visitor feels welcomed and valued. You will be responsible for checking in guests, managing requests, and providing insightful information about the hotel and local attractions. With a focus on personalized service, you will play a crucial role in maintaining the hotel's reputation for excellence. If you thrive in a fast-paced environment and enjoy making a difference in guests' stays, this opportunity is perfect for you.

Benefits

Employee Discounts

Health Insurance

Flexible Scheduling

Paid Time Off

Training and Development Programs

Qualifications

• 1-2 years in a public contact position in an upscale hotel.
• Proficient in computer systems like Opera and Microsoft Office.
• Must possess excellent communication skills.

Responsibilities

• Welcome and check in guests, ensuring high-quality service.
• Handle guest requests and maintain guest privacy and security.
• Complete reports and audits during shifts, ensuring compliance.

Skills

Customer Service

Multitasking

Communication Skills

Attention to Detail

Problem-Solving

Education

High School Diploma

Bachelor’s Degree

Tools

Opera

Microsoft Word

Microsoft Excel

HotSOS

Job description

Hyde Midtown Miami, 101 NE 34th St, Miami, FL 33137, United States

From our dazzling location in the heart of Miami, Hyde offers both our staff and our guests a hip, cutting-edge experience in the world of hotels as theater. JOIN THE Hyde FAMILY TODAY!

Job Description

Job Purpose:

Under the general guidance of the Front Office Manager, perform all duties connected with arriving and in-house guests, ensure that all our regular and VIP guests receive high quality, personalized service, an Engaging, Dynamic Guest Experience and maintain our guest recognition program.

Duties & Functions:

1. Actively welcome, greet, and check guests in
2. Inform guests with a savvy knowledge of the hotel, its services, the city, and local ‘happenings’
3. Ensure all requests are dealt with accurately and they receive the appropriate service, attention, and follow up
4. Differentiates between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservations, walk ins, VIP guests, groups, etc.
5. Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries
6. Deal with all guest requests, accidents, and/or thefts promptly, no later than within a 20 minute response time, and record all matters in HotSos or hotel-specific recording process
7. Update and maintain the reception handover book, and pass on all guest feedback to the Manager on duty so appropriate action may be taken
8. Ensure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with THE COMPANY confidentiality standards
9. Ensure the correct procedure and policy standards are adhered to
10. Ensure all necessary supplies are available for the front desk, manage par stock, and order supplies
11. Complete the appropriate reports and audits during the overnight shift
12. Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payments; third-party payments, international currency, etc.
13. Encourage up-selling in order to maximize rates
14. Ensure work areas are cleaned and maintained at all times
15. Any other reasonable duties as assigned by the supervisor or manager
16. We recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional service

ADDITIONAL RESPONSIBILITIES

1. Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
2. Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions, and provide accurate information.
3. Remain calm and alert, especially during emergencies and/or heavy restaurant activity, serving as a role model for the team and other employees. Interact with other department personnel and venue staff as needed.
4. Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.

To be aware of and ensure constant compliance with all necessary operational policies including:

1. Health and Safety
2. Food Hygiene
3. Maintenance
4. Emergency Procedures
5. Liquor Licensing

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 supervisor based upon the particular requirements of the company.

1. Attend mandatory meetings including divisional meetings, staff meetings, etc.
2. Participate in community events and ensure corporate social responsibility goals of the company are met.
3. Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table, and any departmental-specific systems used.
4. Keep the work area clean and organized.
5. Ensure confidential documents are kept in a secured area.
6. When disposing of confidential documents that contain any personally identifiable information, they must be shredded or pulverized.
7. Complete other duties as assigned by the Department Head.
8. Demonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards.
9. Ensure compliance with the company’s policies and procedures.

OTHER DUTIES

Assimilate into the company’s culture through understanding, supporting, and participating in all the company elements. Demonstrate working knowledge of the service standards.

Regular attendance in conformance with the standards, which may be established by the company from time to time, is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property.

SAFETY REQUIREMENTS

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The restaurant will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged, or lost PPE, or equipment that does not fit properly, to your Manager.

Requires the ability to lift large and heavy packages and boxes and the ability to load and unload small and large boxes as needed. Must have the ability to safely lift a minimum of 50 lbs. without assistance and to push and pull up to 150 lbs. with appropriate equipment.

GROOMING/UNIFORMS

All employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

OTHER

Additional language ability preferred.

Qualifications

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

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.

1. Bachelor’s Degree preferred. High School Diploma or equivalent required
2. One (1) to two (2) years in a public contact position, preferably in an upscale or lifestyle brand hotel
3. Ability to work overnight
4. An intermediate to proficient understanding of Computer systems such as Opera, Go Concierge, HotSOS, Microsoft Word, Excel & Outlook is preferred
5. Enter and locate work-related information using computers and/or point-of-sale systems
6. Ability to spend extended lengths of time viewing a computer screen
7. Possess a gracious, friendly, and fun demeanor
8. Ability to multitask, work in a fast-paced environment, and have a high level of attention to detail
9. Maintain positive and productive working relationships with other employees and departments
10. Ability to work independently and to partner with others to promote an environment of teamwork
11. Must be able to stand or walk a minimum eight-hour shift.
12. Must be observant and quick to respond to various situations while also multitasking and handling stressful situations.
13. Must be able to twist, tow (push or pull), reach, bend climb, and carry objects as necessary.
14. Must have excellent communication skills and be able to read, write, speak, and understand English.
15. Must be able to work inside and outside at all times of the year as needed, based on business volumes.

Additional Information

All your information will be kept confidential according to EEO guidelines.