Front Desk Agent

We're hiring Front Desk Agents to join our team at our Beachfront South Beach Hotel.

OPPORTUNITY SUMMARY:

POSITION: Full-time Front Desk Agent at our AWESOME hotels.

SCHEDULE: Must be open to working weekdays, weekends, holidays, and be flexible for a combination of AM (6:45am to 3pm) and PM (2:45pm to 11pm) shifts, as needed.
Please have a COMPLETELY FLEXIBLE SCHEDULE (able to work any day, any shift)

EXPERIENCE / SKILL SUMMARY:

• Applicants must be highly customer service oriented, positive, friendly & outgoing.
• MUST be organized, responsible and reliable.
• Hotel experience preferred is preferred, but NOT required if you have suitable experience in a customer service job.
• MUST BE ABLE TO SPEAK AND WRITE ENGLISH AND SPANISH FLUENTLY.
• REFERENCES AND BACKGROUND CHECK WILL BE DONE.

Please send a resume and qualifications to the attached address.

Job Type: Full-time

COMPANY SUMMARY:

The Marseilles Hotel is a 111-room hotel in Miami Beach, Florida - on the ocean-side of Collins Avenue between 17th and 18th streets. Rooms at the Marseilles range from traditional standard and oceanfront rooms to family rooms, junior suites, and jacuzzi suites. The Marseilles’ defining features are its art deco architecture, modern décor, and beachfront location. Another key feature is the Backyard – our outdoor oasis that includes the main pool, cabanas and dipping pool, Backyard Bar, and the back lawn with hammocks, sunbeds and yard games.

Our hotel has been family-owned and operated for almost 40 years. The family-based foundation of our company projects to how we run our business. Our focus is on bringing the hospitality experience to new levels, embracing personal connections with guests that they might not have with larger corporate hotels, and treating each guest as a family staying in our home.

We emphasize the importance of learning together and from each other. We embrace creativity and foster the growth of strong teams and individuals. We hold personal integrity, responsibility, honesty, loyalty, and enthusiasm among the most important qualities that our employees come to work with every day.

DETAILED POSITION DESCRIPTION: FRONT DESK AGENT

Our Front Desk Agents are the essential customer-service ambassadors for our business. Agents are among the first and last employees our guests meet during their stays. Strong communication and interpersonal skills are critical for our agents. A strong sense of customer service is required, as our agents spend much of their time interacting with our guests. Agents handle all stages of guest stays, provide important information to guests, fulfill guest requests and help resolve issues.

Beyond the customer service aspect of the position, agents handle a lot of information. The Front Desk is the hub of all guest activity and daily responsibilities will include interaction with guests and multiple hotel departments, including reservations, housekeeping, engineering, accounting, sales, and management. Attention to detail, organizational skills, and moderate mathematical skills are needed to complete payment processing and bookkeeping responsibilities as well as keep a handle on your personal task lists.

Front Desk Agents are scheduled for a combination of AM shifts (6:45am to 3pm), PM shifts (2:24pm to 11pm) or occasional mid-shifts (10am to 6pm). A typical day as a hotel Front Desk Agent involves checking in pre-registered guests, selling rooms to walk-in guests, checking guests out of their rooms, using our Property Management System (PMS) to process all reservations and payments/charges, preparing and filing the necessary paperwork, while accommodating requests, questions, and issues. It’s a busy, front-line position and with the right attitude, you’ll find it both rewarding and exciting to be a part of our team.

KEY REQUIREMENTS – Our agents are expected to possess the following skills & qualities:

• Fluent in both English and Spanish.
• Positive attitude and excellent communication skills, both oral and written.
• Strong multitasking skills and capabilities for self-directed task management.
• Successful history as a Front Desk Agent or related hospitality/customer service experience.
• Punctual and reliable. Flexible schedule with the ability to work AM shifts, PM shifts, weekdays and weekends.
• Task-driven, responsible, and highly attentive to detail and quality.
• Able to understand and follow written procedures and spoken instructions.
• Education: There is no required education beyond a high school diploma for this position, but previous hotel-related experience is strongly preferred.
• References: Please have solid professional contacts that we can speak to.

JOB RESPONSIBILITIES:

• Greeting all guests arriving at and departing the hotel in a friendly and inviting manner.
• Processing guest registrations/check-ins, explaining relevant policies and amenities (Deposit, Resort Fee, etc.)
• Calling newly arrived guests in their room to welcome them and ensure their satisfaction with the room.
• Processing guest checkouts and payments while collecting feedback about their stay.
• Using our hotel Property Management Software (PMS) and Front Desk systems (Key encoders, etc.)
• Maintaining updated information on room availability, reservations, and guest messages. Ensuring all checklists, forms and logs required for your daily tasks are used properly.
• Handling cash and credit card payments and following all cash-handling procedures including drawer counts and transfers, shift-end reporting and drops, and counterfeit detection.
• Receiving, logging and distributing guest packages.
• Renting spaces in our parking lots and issuing parking permits to guests.
• Upselling guest rooms and promoting/explaining hotel services and features.
• Communicating with supervisors, managers and other departments.
• Receiving, documenting and resolving various guest requests and issues to the best of your ability, involving your Supervisor or Manager when necessary.
• Coordinating with bellmen on luggage delivery to/from rooms, luggage storage at the Front Desk, etc.
• Maintaining a clean and organized Front Desk area.
• Properly handling lost and found items.
• Upholding our security measures to protect our business and guests (e.g. adhering to safety rules, proper handling of master keys and banks, non-disclosure of guest info to unauthorized parties, reporting of dangerous situations/emergencies, confirming identities and authorization when replacing room keys for guests, etc.)
• Attending regular staff meetings and training sessions.
• Adhering to existing policies and procedures as well as any communicated during your employment.

Note: Policies and procedures are not included in this job description, but will be provided to you upon hiring or as they become relevant to you or your position. Any responsibilities/procedures not mentioned above that are covered in your initial or ongoing training. This position requires repetitive motions, standing, walking, visual and hearing acuity, & lifting up to 30lbs.'
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This Company Describes Its Culture as:

• Detail-oriented -- quality and precision-focused
• Stable -- traditional, stable, strong processes
• People-oriented -- supportive and fairness-focused
• Team-oriented -- cooperative and collaborative

Communication method(s) used:

• Email
• Phone
• In person

Work Location:

• One location

This Job Is:

• A job for which military experienced candidates are encouraged to apply
• A good fit for applicants with gaps in their resume, or who have been out of the workforce for the past 6 months or more
• A good job for someone just entering the workforce or returning to the workforce with limited experience and education
• A job for which all ages, including older job seekers, are encouraged to apply
• Open to applicants who do not have a college diploma

Work Remotely

• No

Job Type: Full-time

Pay: $16.00 - $17.00 per hour

Expected hours: 40 per week

Benefits:

• Commuter assistance
• Employee discount
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Weekends as needed

Pay may depend on skills and/or qualifications

Experience:

• Hotel: 1 year (Required)
• Customer service: 1 year (Required)

Language:

• English (Required)
• Spanish (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Work Location: In person