Guest Services Representative, Hyde Midtown

2 weeks ago


Miami, United States AccorHotel Full time
Company Overview

Located in a vibrant area, AccorHotel provides a unique and modern hospitality experience, blending luxury with innovation. We are excited to offer an opportunity for a dedicated individual to become part of our Front Desk team as a Front Desk Agent at Hyde Midtown.

Position Overview:

Under the supervision of the Front Desk Manager and Front Office Manager, you will be responsible for all aspects of guest arrivals and in-house services, ensuring that both regular and VIP guests receive exceptional, personalized attention, contributing to a memorable guest experience while upholding our guest recognition program.

Key Responsibilities:
  • Warmly welcome and check in guests upon arrival.
  • Provide guests with comprehensive information about the hotel, its amenities, and local attractions.
  • Address all guest requests promptly and ensure they receive the appropriate service and follow-up.
  • Differentiate service based on guest types, including confirmed reservations, walk-ins, VIPs, and groups.
  • Manage all aspects of guest arrivals, including registration modifications, special requests, and inquiries.
  • Respond to guest issues, accidents, or thefts within a timely manner, documenting all incidents as per hotel protocols.
  • Maintain the reception handover book and communicate guest feedback to the management team.
  • Safeguard guest privacy and security, ensuring confidentiality in line with company standards.
  • Adhere to established procedures and policies at all times.
  • Ensure front desk supplies are adequately stocked and manage inventory levels.
  • Comply with hotel credit policies regarding various payment methods.
  • Promote up-selling techniques to enhance revenue.
  • Maintain cleanliness and organization of the work area at all times.
Additional Duties:
  • Effectively communicate both verbally and in writing to provide clear instructions to team members.
  • Engage positively with colleagues and guests, responding to requests with professionalism.
  • Remain composed during busy periods and emergencies, serving as a role model for others.
  • Utilize sound judgment to make decisions and adapt procedures as necessary.
Compliance and Safety:

Ensure adherence to all operational policies, including Health and Safety, Food Hygiene, and Emergency Procedures.

Supportive Functions:

Participate in mandatory meetings and community events, contributing to the corporate social responsibility objectives of AccorHotel.

Qualifications:

The ideal candidate will possess the following skills and qualifications:
  • High School Diploma or equivalent; Bachelor's Degree preferred.
  • 1-2 years of experience in a customer-facing role, ideally within a hospitality environment.
  • Proficient in computer systems such as Opera, Microsoft Office Suite, and point of sale systems.
  • Ability to maintain positive relationships with team members and departments.
  • Excellent communication skills in English, both written and verbal.
  • Capacity to work independently and collaboratively in a fast-paced environment.
  • Physical ability to lift and move items as required.
Additional Information:

All information will be treated confidentially in accordance with EEO guidelines.

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