Description

Scope 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.

Qualifications