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SalaryScope of Position
The Front Desk/At Your Service Agent is responsible for a professional, yet personal and efficient check-in and check-out for each guest of the resort, answering calls made to hotel and directing them appropriately to hotel extensions or guestrooms eliminating the call around process for the guest. He/she will process all payments according to established resort requirements and provide information to guests, as well as inquiries in person or via telephone. The Front Desk/At Your Service Agent will clearly communicate with guests regarding hotel information, events, and emergencies.
Position Requirements
- Professional demeanor appropriate for a luxury environment.
- Minimum one (1) year experience in a hotel or Resort Front Desk position.
- Outstanding guest service skills.
- Able to handle a multitude of tasks in an ever-changing environment.
- Effective at listening to, understanding, clarifying, and responding to the concerns and issues raised by guests and members.
- Proficient in Excel, Word, Opera, Outlook, and/or Guest Experience Platform (GXP).
- Able to operate multi-line switchboard efficiently.
Responsibilities
- Approach all encounters with guests, employees, and members in a professional and personalized manner.
- Responsible for providing prompt yet personal service at times of check-in & check-out.
- Assist management in applying credit and guest billing policies.
- Resolve all guest concerns to conclusion including working with other departments to ensure guest satisfaction.
- Ensure department compliance with the JW Marriott Miami Turnberry Resort & Spa policies, procedures, and programs.
- Always maintain a professional and high-quality service-oriented environment.
- Maintain the confidentiality of all guest and member information and pertinent resort data, as well as the security of high-profile guests or members in accordance with JW Marriott Miami Turnberry Resort & Spa standards.
- Answer multiple incoming telephone lines.
- Complete personalized wake up calls for guests.
- Possess superior phone etiquette, record keeping and follow-up skills.
- Understand and communicate promotions and enhancements effectively with Associates and guests.
- Offer to handle special arrangements during guest stays; coordinate future visits.
- Actively participate in training and continuing education related to the Front Desk.
- Complete projects in a timely manner as required by the Night Managerand Supervisors.
- Perform any other reasonable duties as required by management.
Education
- High school diploma or GED or degree in Hospitality related major.
Skills and Abilities
- Able to communicate in the English language. Second language is a plus.
- Able to work flexible schedules including holidays and weekends and able to perform multiple tasks.
- Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).
Physical Requirements
- Must be able to work in a fast-paced environment.
- Must be physically fit to lift, pull, and push items up to 50 pounds.
- Use the telephone and computer keyboard daily.
- Requires standing/walking/reaching and bending throughout shift.
