Front Desk Agent

2 weeks ago

Key Largo, United States NDM Hospitality Services Full time
Job DescriptionJob Description

We are currently looking for a Guest Service Front Desk Agent to join our team. As a Guest Service Agent, you'll be responsible for all front desk duties, delivery of quality customer service and resolution of guest issues.

ESSENTIAL FUNCTIONS OF THE JOB:

  • Checking guests in and out in an efficient, courteous, and professional manner
  • Assisting in guests' needs and concerns are responded to in a timely, professional, and friendly manner with a focus on service recovery when applicable
  • Reviewing guest comments and ensuring that problems are identified and corrected in a timely manner with assistance of management.
  • Maintaining an efficient system of communication between the Front Office and other departments, with particular attention to guest arrivals and departures
  • Monitoring and maintaining the front office systems and equipment to ensure their optimum performance

Minimum requirements:

  • Minimum of 6 months Guest Services experience in a club/resort property of similar size and quality
  • Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment
  • Ability to handle stressful situations in a calm, professional manner and exhibit good judgment
  • Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice
  • Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible
  • Must have excellent supervisory and interpersonal skills
  • Ability to work a varied schedule that will include evenings, nights, and weekends

ADDITIONAL RESPONSIBILITIES:

  • Completes tasks and projects delegated by direct supervisor
  • Complies with all policies and procedures relating to the resort
  • Records any guest complaints or problems and notifies the appropriate individuals
  • Excellent attendance and timeliness
  • Reports to shift on time in a neatly groomed and acceptable manner
  • Understands fire and safety procedures to assist in emergency situations if necessary
  • Committed to the organizational goals and vision while defending the company name
  • Performs general inspection of clubhouse to ensure cleanliness and informs appropriate parties when attention is needed

KNOWLEDGE & SKILLS:

  • Excellent written and verbal communication skills
  • Strong time management, prioritization, organizational and follow up skills
  • Positive contributor and works well in a team-oriented environment
  • Ability to think, work and make independent decisions based on sound judgment

SERVICE STANDARDS:

  • Eye contact should be made at a distance of no less than ten feet from every guest
  • A genuine smile should be offered at a distance of no less than five feet from every guest
  • Employees should build rapport with guests during any conversation, if the guest responds to the initial statement with a conversational demeanor
  • Guest last name is used effectively, but discreetly, as a signal of recognition as least once and not more than twice during any conversation with guests
  • Before concluding conversations, the guest is verbally offered additional assistance with a statement relevant to the guest's individual needs



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