Front Desk Agent

Scope of Position

The Front Desk Agent is responsible for a professional, yet personal and efficient check-in and check-out for each guest of the resort. He/she will process all payments according to established resort requirements and provide information to guests, as well as visitor inquiries in person or via telephone. In addition, the Front Desk Agent is expected to complete daily checklists and always demonstrate professional courtesy.

Position Requirements

• Professional demeanor appropriate for a luxury environment.
• 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.

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.
• 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.
• Understand and communicate promotions and enhancements effectively with Associates and guests.
• Build rapport with VIPs and distinguished visitors, follow up calls, encourage feedback throughout guests stay.
• Offer to handle special arrangements during guest stays; coordinate future visits.
• Maintain database of guest preferences and special dates.
• Actively participate in training and continuing education related to the Front Desk.
• Complete projects in a timely manner as required by the Front Desk Manager, and 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

• On a continuous basis, stand at a desk for long periods of time in front of a computer screen.
• Also requires walking/reaching and bending throughout shift.
• Must be physically fit to lift, pull, and push items up to 50 pounds.