Front Desk Agent

[{{ $ | translate}}] Front Desk Agent
Rosewood Miramar Beach Montecito Santa Barbara


Description du poste

Job Title: Front Desk Agent

Education: High School

Location: Rosewood Miramar Beach Montecito - Santa Barbara, CA US (Primary)

Career Level: General Associate

Category: Front Office (FD, Concierge, GS, BD, PBX, Valet, GR, Door)

Job Type: Full-time

Compensation Currency: USD

Job Description: Begin Your Rosewood Journey

We believe that life is made of many journeys: inspiration, wonderment, curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you.

Rosewood Miramar Beach is looking for a Full-Time Front Desk Agent to join our Front Services Team!

Job Summary –

Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements.  Provide information and assistance to all guests and visitors.

Essential Duties and Responsibilities – (Key Activities)

Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.

Ensure that standards are maintained at a superior level on a daily basis.

Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.

Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

Maintain positive guest relations at all times.

Resolve guest complaints, ensuring guest satisfaction.

Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.

Maintain complete knowledge at all times of:

All hotel features/services, hours of operation.

All room types, numbers, layout, decor, appointments, and location.

All room rates, special packages, and promotions.

Daily house count and expected arrivals/departures.

Room availability status for any given day.

Scheduled daily group activities / VIP’s.

Obtain assigned bank and ensure accuracy of contracted monies. Keep the bank secure at all times.

Meet with Supervisor to review daily assignments and priorities.

Meet with departing Front Desk Agent to review business status and follow up items.

Access all functions of the computer system.

Set up a work station with necessary supplies.

Answer department telephone within 3 rings, using correct greeting and telephone etiquette.

Promote positive guest relations to all individuals approaching the Front Desk.

Process all guest check-ins.

Confirm reservation in the system and review all noted information.

For guests without a reservation, sell a room type agreed upon.

Register guests on the computer.

Verify reservation information with the guest (departure date, room type).

Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.

Assign guest room.

Advise guest of any messages, mail, faxes, etc. received for them.

Communicate services and amenities of the hotel to guests.

Obtain proper identification for tax-exempt guests and attach the form to the registration card.

Direct Bell Person to escort guests and transport their luggage to the room.

Maintain guest history files on all guests.

Communicate VIP arrivals to designated personnel for escort and delivery of amenities.

Set up accurate accounts for each guest checking in according to their requirements (i.e., share with, separate room/tax/incidentals, comp).

Handle overbooked or “walked” guests.

Accommodate room changes.

Document all guest requests, complaints, or problems.

Take, record, and relay messages accurately, completely, and legibly.

Accept and record wake-up call requests; deliver to PBX.

Issue safe deposit boxes to guests and ensure the security of keys.

Distribute all guest and department mail.

Monitor, send, and distribute guest faxes.

Document and confirm reservations and cancellations.

Block rooms in the computer and follow through on designated requirements.

Pre-register designated guests and prepare key packets.

Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).

Generate, print, and distribute daily and weekly reports.

Resolve discrepancies on the room status report with Housekeeping.

Match the bucket check to in-house guest ledger report; report discrepancies to Manager.

Process all check-outs.

Resolve any late charges.

Present folio to guest and resolve any disputed charges.

Settle guest accounts.

Retrieve guest room key from guests.

Solicit guest comments on their stay.

Process express check-outs.

Handle requests for late check-outs.

Conduct group check-ins/outs.

Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.

Adhere to all cashiering procedures:

Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

Make a change for guests.

Post charges.

Run closing reports.

Count and secure bank.

Complete designated cashier reports.

Balance receipts.

Drop receipts.

Document pertinent information in the logbook/ Lotus Notes/Front Desk Checklist.

All other duties as required.

Job Requirements: Required Skills –

General Skills:    Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain the confidentiality of guest information and pertinent hotel data.

Technical Skills:     Ability to input and access information in the property management system/computers.

Language: Required to speak, read, and write English, with fluency in other languages preferred.

Physical Requirements:    Must be able to exert physical effort in transporting 15-20 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

Qualifications –

High school diploma.

Licenses & Certifications: None required.

Experience –

Previous experience as a Front Desk Agent.

Profil recherché

See description


Temps plein
Montecito, CA, États-Unis
Dès que possible
Durée du contrat

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