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Front Desk Agent

2 months ago

Santa Barbara, United States Rosewood Hotel Group Full time

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, a Rosewood Hotel, is looking for a Front Desk Agent. This role is responsible for courteously and efficiently checking in and checking out hotel guests and processing all payments according to established hotel requirements. The agent also provides information and assistance to all guests and visitors.

Essential Duties and Responsibilities:

  • 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 at 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 and 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 the accuracy of contracted monies. Keep the bank secure at all times.
  • Meet with the 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 station with necessary supplies.
  • Answer the department telephone within 3 rings, using the correct greeting and telephone etiquette.
  • Promote positive guest relations with 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 backup information for guest credit/payment method and input it into the system; collect cash when designated.
  • Assign guest room.
  • Advise guests of any messages, mail, faxes, etc., received for them.
  • Communicate services and amenities of the hotel to guests.
  • 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., sharewiths, 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.
  • 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 the in-house guest ledger report; report discrepancies to the Manager.
  • Process all check-outs.
  • Resolve any late charges.
  • Present folio to guest and resolve any disputed charges.
  • Settle guest accounts.
  • Retrieve the guest room key from the guest.
  • 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, and miscellaneous charges.
    • Make changes for guests.
    • Cash guests' personal checks/travelers checks.
    • Post charges.
    • Run closing reports.
    • Count and secure bank.
    • Complete designated cashier reports.
    • Balance receipts.
    • Drop receipts.
  • Document pertinent information in the log book/ Lotus Notes/Front Desk Checklist.
  • All other duties as required.


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 confidentiality of guest information and pertinent hotel data.

Technical Skills: Ability to input and access property management system/computer information.

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 up to 25 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.

Experience: Previous experience as a Front Desk Agent.

The pay scale for this position is between $18.33 and $18.83 /hour, plus upsell incentives. This is the pay range for this position that the Hotel reasonably expects to pay.