FT Overnight Front Desk Agent, SLS South Beach
Accor
- Miami Beach, FL
- Permanent
- Full-time
- Actively welcome, greet, and check guests in
- Inform guests with a savvy knowledge of the hotel, its services, the city, and local 'happenings'
- Ensure all requests are dealt with accurately and they receive the appropriate service, attention, and follow up
- Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservations, walk ins, VIP guests, groups, etc.
- Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries
- Deal with all guest requests, accidents, and/or thefts promptly, no later than within a 20 minute response time, and record all matters in HotSos or hotel-specific recording process
- Update and maintain the reception handover book, and pass on all guest feedback to the Manager on duty so appropriate action may be taken
- Ensure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with THE COMPANY confidentiality standards
- Ensure the correct procedure and policy standards are adhered to
- Ensure all necessary supplies are available for the front desk, manage par stock, and order supplies
- Complete the appropriate reports and audits during the overnight shift
- Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payments; third-party payments, international currency, etc.
- Encourage up-selling in order to maximize rates
- Ensure work areas are cleaned and maintained at all times
- Any other reasonable duties as assigned by the supervisor or manager
- We recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional service
- Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
- Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions, and provide accurate information.
- Remain calm and alert, especially during emergencies and/or heavy restaurant activity, serving as a role model for the team and other employees. Interact with other department personnel and venue staff as needed.
- Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
- Health and Safety
- Food Hygiene
- Maintenance
- Emergency Procedures
- Liquor Licensing
- Attend mandatory meetings including divisional meetings, staff meetings, etc.
- Participate in community events and ensure corporate social responsibility goals of the company are met.
- Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table, and any departmental-specific systems used.
- Keep the work area clean and organized.
- Ensure confidential documents are kept in a secured area.
- When disposing of confidential documents that contain any personally identifiable information, they must be shredded or pulverized.
- Complete other duties as assigned by the Department Head.
- Demonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards.
- Ensure compliance with THE COMPANY's policies and procedures.
- Bachelor's Degree preferred. High School Diploma or equivalent required
- One (1) to two (2) years in a public contact position, preferably in an upscale or lifestyle brand hotel
- Ability to work overnight
- An intermediate to proficient understanding of Computer systems such as Opera, Go Concierge, HotSOS, Microsoft Word, Excel & Outlook is preferred
- Enter and locate work-related information using computers and/or point-of-sale systems
- Ability to spend extended lengths of time viewing a computer screen
- Possess a gracious, friendly, and fun demeanor
- Ability to multitask, work in a fast-paced environment, and have a high level of attention to detail
- Maintain positive and productive working relationships with other employees and departments
- Ability to work independently and to partner with others to promote an environment of teamwork
- Must be able to stand or walk a minimum eight-hour shift.
- Must be observant and quick to respond to various situations while also multitasking and handling stressful situations.
- Must be able to twist, tow (push or pull), reach, bend climb, and carry objects as necessary.
- Must have excellent communication skills and be able to read, write, speak, and understand English.
- Must be able to work inside and outside at all times of the year as needed, based on business volumes.