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Front Office Reception Specialist

2 months ago

Miami Beach, Florida, United States Think Hospitality Full time
Position Overview

Core Responsibilities:

The Front Desk Agent is accountable for managing guest check-ins and check-outs, handling reservations, processing cashier reports, and generating front office documentation. This role requires close collaboration with various departments to ensure seamless operations and the delivery of exceptional service standards to all guests.


Key Responsibilities:

  • Facilitates the guest registration process by accurately entering and retrieving data from the system, confirming essential details such as guest count and room pricing. Allocates rooms based on specific guest preferences and VIP status, and issues room keys while discreetly confirming room assignments.
  • Informs guests about hotel amenities and services, providing clear directions within the property.
  • Coordinates luggage handling with bell staff and manages vehicle requests with valet services as necessary.
  • Executes basic financial transactions, including currency exchanges, cash management, and posting charges to guest accounts.
  • Analyzes reports such as credit limits, arrivals and departures, discrepancies, and group summaries, relaying critical information to relevant departments.
  • Communicates any credit-related issues to departments generating revenue.
  • Exhibits a welcoming demeanor, adhering to service standards, acknowledging guests promptly, and responding to requests with clarity and positivity.
  • Relays guest inquiries to the appropriate departments.
  • Addresses guest complaints by conducting thorough investigations to find effective solutions and negotiate outcomes, ensuring guest satisfaction through empowered decision-making within set guidelines. Consults with front office management for additional support when needed.
  • Reviews the accounts of departing guests and encourages return visits.
  • Handles reservation requests.
  • Acts as a concierge, assisting guests with directions, transportation arrangements, and additional accommodations.

Qualifications and Skills:

  • Strong communication, interpersonal, and organizational abilities.
  • Proficiency in English is required; Spanish language skills are preferred.
  • Capability to lift up to 10 lbs.
  • Dedication to providing superior customer service and exceptional service skills.
  • Demonstrated ability to motivate a team and achieve positive outcomes.
  • Adaptability and innovative problem-solving skills.
  • Self-starter with strong initiative.
  • Fluency in job-related English, both verbal and non-verbal.
  • Respect for diversity and inclusivity in the workplace.
  • Ability to thrive under pressure in a fast-paced environment.
  • Availability to work flexible hours, including days, evenings, and weekends as required.