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Front Office Representative

2 months ago

Fort Lauderdale, Florida, United States The Las Olas Company Riverside Hotel Full time
Job Summary

We are seeking a highly skilled and customer-focused Front Office Representative to join our team at The Las Olas Company / Riverside Hotel. As a key member of our Front Office team, you will be responsible for providing exceptional guest service and ensuring a seamless check-in and check-out experience for our valued guests.

Key Responsibilities
  • Guest Service: Maintain the highest standards of guest care and service throughout your departmental area at all times.
  • Social Skills: Demonstrate a good standard of social skills to the guest and your working colleagues.
  • Departmental Standards: Familiarize yourself with your department standards of performance and be able to demonstrate their application.
  • Time Management: Arrive for your working shift on time as per your departmental schedule and maintain a high standard of personnel appearance and grooming at all times during your working shift.
  • Guest Satisfaction: Anticipate guest dissatisfaction and take the appropriate action ensuring that all incidents are reported to your supervisor/head of department.
  • Hotel Products and Services: Familiarize yourself with all hotel products and services offered to our guests and take every opportunity to maximize hotel sales.
  • Communication: Greet guests and answer questions in a courteous and efficient manner.
  • Registration and Checkout: Check-in and checkout of all guests during your scheduled shift.
  • Phone Handling: Answer phone calls within three (3) rings.
  • Guest Information: Ensure that all guests are registered with the proper guest codes, verify and record proper ID information or payments for accommodations as required.
  • Follow-up: In the event that guests are not properly recorded with their information, follow up on it.
  • Guest Mail and Messages: Ensure that Guest mail, messages, faxes, etc. are held and issued to the respective persons in the shortest possible time.
  • Knowledge of Hotel Room Types and Locations: Have good knowledge of the hotel room types and locations.
  • Communication with Front Office: Inform the Front Office of your whereabouts at all times should you need to leave the desk area.
  • Blocking of Rooms: Assist in blocking of rooms as necessary - especially for VIP reservations and special requests.
  • Reports: Assist in preparing needed reports.
  • Room Changes: Handle any room changes as needed for guests.
  • Banquet Accounts: Create and set-up banquet accounts with partial payments and direct billing.
  • Work Area Maintenance: Keep work area cleaned and well stocked with all necessary equipment to handle the guest registration and checkout.
  • Key Issuance: Make keys for incoming guests and assure proper ID is verified when re-issue occurs.
  • Fire Prevention and Procedures: Demonstrate a working knowledge of fire prevention and act upon your departmental fire procedures in the event of a fire.
  • Hurricane Procedures: Familiarize yourself with your departmental hurricane procedures and be able to demonstrate their application in the event of a hurricane warning.
  • Hotel Health and Safety Policies: Act on your responsibilities detailed in the hotel health and safety policies.
  • Accidents and Near Accidents: Ensure that all accidents or near accidents caused by departmental hazard are reported to your supervisor/head of the department.
  • Staff Discipline and Grievance Matters: Familiarize yourself with and act upon the hotel standards for staff discipline and grievance matters.
  • Security: Be security conscious at all times with respect to guests/staff/hotel property and report any suspicious circumstances to your supervisor/head of department.
  • Meetings and Training: Attend any meetings that may be beneficial to your or your department on request from your supervisor/head of department.
  • Development of Working Knowledge and Skills: Attend any training sessions/course that may be beneficial to the development of your working knowledge or skills.
  • Departmental Teamwork: Cooperate and communicate with your colleagues, supervisor/head of department and management to ensure effective departmental teamwork.
  • Additional Tasks: Carry out any other reasonable tasks requested by your supervisor/head of department or management.
  • Guest Room Packages, Group Resumes, and Special Events: Learn guest room packages, group resumes and special events.
  • Local Attractions and Restaurants: Develop knowledge of restaurants, shops, local attractions.
  • Guest Credit Issues: Use analytical abilities to resolve guest credit issues.
Physical Requirements

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.

EEO:M/F/V/D