Guest Experience Agent
Acqualina Resort & Residences · Sunny Isles Beach, FL
WE PREPARE, INSPIRE, EMPOWER, ENTRUST IN YOU! JOIN OUR DREAM MAKER CULTURE ©
We are committed to invest in our people to develop a happy and prosperous future. We support you every step of the way in your career journey and offer benefits and unique learning and development opportunities that include:
Competitive Wages • Medical, Dental, Vision Insurance • Life Insurance • 401K Program • Paid Holidays and Vacation • Outstanding Recognition and Awards Program • Effective Training Programs • Tuition Reimbursement • Complimentary Parking and Meals in Dedicated Employee Restaurant • Preferred Pricing on Food and Beverage, Spa Treatments and Retail Purchases • Management Programs to Progress on Your Career Journey • Health and Wellness Fairs
JOB OVERVIEW
Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors.
REPORTS TO: Front Office Manager/Assistant Front Office Manager.
WORK ENVIRONMENT:
Front Desk and Back Office Areas, Guest Rooms and all Public Areas.
KEY RELATIONSHIPS:
Internal: Staff in Front Desk area, Bell/Door, Transportation, PBX Staff, Concierge, Reservations, Hotel Assistant Managers, Sales & Catering, Housekeeping, Restaurants, Accounting, Engineering, and Security.
External: Hotel guests/visitors, Tour company representatives, Limousine service personnel, other hotels.
QUALIFICATIONS
Essential:
- High school graduate or equivalent vocational training certificate.
- Computer basic arithmetic.
- Fluency in English both verbally and non-verbally.
- Provide legible communication and directions.
- Ability to:
- perform job functions with attention to detail, speed and accuracy.
- prioritize and organize.
- be a clear thinker, remaining calm and resolving problems using good judgment.
- follow directions thoroughly.
- understand 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.
- Ability to input and access information in the property management system/computers/point of sales system.
Desirable:
- Some college or training in Hospitality Industry.
- Previous experience as Front Desk Agent.
- Previous cashiering experience.
- Fluency in a foreign language, preferably Spanish/Russian/Portuguese.
- Ability to suggestively sell.
- Certification in CPR.
- Previous guest relations training.
PHYSICAL ABILITIESEssential:
- 1. Frequent standing and walking throughout shift.
- 2. Endure various physical movements throughout the work areas.
- 3. Reach overhead and extension up to 30 inches complete tasks at different levels.
- 4. Remain in stationary position for up to 8 hours throughout work shift.
- 5. Satisfactorily communicate with guests, management and co-workers to their understanding.
- Load and unload luggage from point of origin to destination.
- Lift, transfer and store heavy objects up to 60 pounds
- Occasional kneeling, pushing, pulling and lifting
- Occasional ascending or descending ladders, stairs and ramps
ESSENTIAL JOB FUNCTIONS- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- 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 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, 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.
- Print Emergency Reports
- Print Credit Limit Exceeded & Trace Reports
- Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
- Meet with 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 computer system.
- Set up work station with necessary supplies.
- Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
- Ensure that the trace report is printed. Forward or close traces accordingly.
- Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
- Promote positive guest relations to all individuals approaching the Front Desk.
- Process all guest check-ins in accordance with SOP and Credit Establishment procedures; Highlight any Cash Paying guests and call MOD/GRM for all SAME DAY ARRIVALS
- Confirm reservation in system and review all noted information: Room Type; Dates of Stay; Upgrade if applicable at time keys are being issued.
- For guests without a reservation, sell a room type agreed upon – CALL MOD/GRM for all SAME DAY ARRIVALS or WALK IN BOOKINGS
- Present Registration card/ arrival packet
- Verify registration card information with the guest: Room Type; Dates of Stay; Upgrade if applicable at time keys are being issued.
- Obtain VALID Passport for International Travelers or US Driver’s License or US State issued ID *Refer to D/L booklet in possession of MOD for reference for out of state DL which you may not be familiar with*
- Obtain back-up information & SCAN IDs of all adults scheduled to occupy the room; create shares
- Swipe credit cards to authorize for guest credit/payment method and input into system; collect cash when designated.
- Advise guest of any messages, mail, faxes, etc. received for them and discreetly issue. Do not read out loud
- Offer to escort first time guests and repeat guests
- During resort tour point out relevant and important facts that do not overwhelm the guests such as P&B access; Dining Options; ESPA location; Fitness Center location while traversing from Lobby to Guest floor
- Inside the room point out complimentary; hidden and helpful aspects such as complimentary coffee; complimentary Wi-Fi; In room safe; Hairdryer location; Lighting switches *especially with the dimmer features; Heating/Temperature controls
- Communicate services and amenities of the hotel to guests.
- Obtain proper identification for tax exempt guests and attach form to registration card.
- Direct Bell Person to deliver their luggage to the room.
- Maintain guest history files on all guests.
- Obtain guest preferences and update the profile
- 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).
- File registration cards and vouchers in bucket by room number.
- Accommodate room changes.
- If room move conducted send an email Acqualina Room Changes; alert bellmen via radio; alert In Room Dining via phone if amenity deliveries have commenced
- Document all guest requests, complaints or problems.
- Take, record and relay messages accurately, completely and legibly – Verify Guest First and Last Name; Telephone Number & Email Address prior to concluding the interaction to ensure accuracy
- Contracted banks (must be counted and balanced at every shift exchange: 7am; 3pm:11pm by both the outgoing and incoming shift – No exceptions. All Petty Cash and Paid outs are accompanied by the appropriate invoices)
- Shortages/overages (Must be reported to DOF; FOM and GM – NO exceptions)
- Late charges (Review