Front Desk Agent at Gale Hotels in Miami, FL

Job description

• The Front Desk Agent provides superior guest services including check-in/check-out of hotel guests courteously and efficiently; processes all payments according to established hotel requirements; provides information and services to any guest or visitor in a friendly and professional manner.

Responsibilities

• Welcome and greet guests as they arrive and check them into their rooms.
• Answer phone calls and respond to guest inquiries.
• Handle guest complaints and resolve issues in a timely and professional manner informing and/or involving management if needed.
• Process payments and maintain accurate guest records.
• Balance cash drawer by counting cash at the beginning and end of work shift.
• Monitor lobby and work area to determine customer flow.
• Know all essential aspects of our business operations.
• Assist guests with luggage and other requests when necessary.
• Coordinate with housekeeping and maintenance staff to ensure guest rooms are clean and functioning properly.
• Maintain a clean and organized front desk area.
• Provide information about hotel amenities, local attractions, and restaurants.
• Upsell hotel services and amenities to guests.
• Ensure guest satisfaction throughout their stay.
• Work collaboratively with other staff, managers, and resources.
• Perform any other duties requested by Management.
• This position will also work as a Lobby Greeter creating a positive and welcoming environment while ensuring smooth operations in the lobby and valet area. You will be responsible for greeting visitors, assisting with directions, and providing top-tier customer service.
• Greet visitors warmly and professionally as they enter the building.
• Provide accurate information about amenity locations.
• Answer questions and direct guests to the appropriate location within the hotel.
• Maintain the lobby area by ensuring it is clean, organized, and presentable always.
• Handle inquiries from visitors in a friendly and professional manner.
• Coordinate with facilities or maintenance teams for any issues related to the lobby or building.
• Promote a positive company image through exceptional customer service and professionalism.

Requirements

• Proven experience (preferred) a minimum of 1 year as a Front Desk Agent or in a similar role, preferably in the hospitality industry.
• Knowledge of reservation and front desk systems.
• Good problem-solving skills
• Strong customer service skills.
• Excellent communication skills.
• Ability to multi-task.
• flexibility to work different shifts, including weekends and holidays.
• High School degree, GED or Equivalent.
• Excellent verbal communication skills in English and Spanish (preferred).
• Excellent verbal communication skills, with the ability to interact effectively with guests, associates, and external partners.
• Ability to work well under pressure and respond quickly and effectively to emergency situations.

Skills

Required

• Good problem-solving skills
• Strong customer service skills.
• Excellent communication skills.
• Ability to multi-task.