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Front Office Representative

1 month ago

Orlando, Florida, United States Grand Bohemian Orlando Full time
Job Title: Front Office Agent

Job Summary:

The Front Office Agent is responsible for providing exceptional guest service and ensuring a seamless arrival and departure experience. This role requires a warm and friendly demeanor, with a focus on delivering personalized service to our guests.

Key Responsibilities:

  • Greet and interact with guests in a professional and welcoming manner
  • Process check-ins, check-outs, and room assignments
  • Coordinate with Housekeeping to track readiness of rooms for check-in
  • Communicate parking procedures to guests and visitors
  • Post guest charges and payments, process no-shows, and adjust disputed charges
  • Run daily reports and contingency lists
  • Verify rate codes and make appropriate adjustments on guest invoices
  • Block and unblock rooms according to the hotel's needs
  • Operate the telephone system, answering calls within three rings
  • Process and respond to wake-up calls according to the standard operating procedure
  • Notify guests of messages and record them legibly and completely
  • Maintain knowledge of room types, hotel amenities, and features
  • Respond promptly to questions, concerns, and special requests
  • Solve problems proficiently
  • Demonstrate effective sales techniques to upsell rooms, amenities, and products
  • Maintain a neat and organized work area
  • Maintain the integrity of Company proprietary information and protect Company assets
  • Maintain complete knowledge in the use of all office equipment, property management systems, and access according to specifications
  • Maintain complete knowledge and comply with company policies and procedures
  • Maintain neat, clean, and professional appearance according to standards
  • Follow all company safety and security policies and procedures
  • Welcome and acknowledge guests with disabilities and follow proper procedures to accommodate needs
  • Develop and maintain a positive working relationship and support the team to achieve our goals
  • Attend required training and meetings
  • All other duties as assigned, planned or un-planned

Qualifications:

  • Ability to perform all tasks at the front desk and proficiently use job-related software, property management systems, and office equipment
  • Ability to remain calm in various situations, use sound judgment, and effectively solve problems
  • Ability to read and interpret documents such as safety rules and procedural manuals
  • Ability to demonstrate cash handling procedures and calculate figures and amounts such as discounts, commissions, upgrades, and percentages
  • Strong written, verbal, and interpersonal skills
  • Comprehensive knowledge of office equipment and property management systems

Minimum Qualifications:

  • Bachelor's degree in Business or related training equivalent - required
  • 1+ year of relevant work experience in similar scope and title required
  • Experience within luxury brand/markets - required
  • Student or graduate of hotel management preferred

Work Environment:

  • Must be comfortable working in a shared space, with constant noise, without the use of a private office
  • Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism, and collaboration
  • Schedules may vary from week to week based on business demands in excess of or less than 40 hours with or without notice

Physical Demands:

  • While performing the duties of this job, the incumbent is regularly required to see, hear, reach, use fingers to handle and feel, stand, stoop, bend, and crouch up to 8 hours daily
  • Push, pull, and lift up to 50 lbs
  • While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane, or other means of transportation, which require sitting, waiting, and standing for long and short periods of time

The Kessler Collection is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.