Description

Job Summary:
The Front Desk Agent serves as the first point of contact for guests, delivering exceptional service and ensuring a seamless experience from arrival to departure. This role requires a polished, professional demeanor and the ability to anticipate guest needs in a luxury hotel environment. The Guest Service Agent plays a critical role in creating lasting impressions and ensuring every guest has a memorable experience. 

Key Responsibilities: 

• Guest Relations: 
• Greet and welcome guests with warmth and friendliness, ensuring they feel valued from the moment they arrive. 
• Provide personalized service, addressing guests by name and anticipating their specific needs to enhance their experience. 
• Check-In/Check-Out Procedures: 
• Efficiently manage the check-in and check-out process, ensuring accurate reservation details and billing information. 
• Assist guests with room assignments, special requests, and luggage services to ensure a smooth and stress-free arrival and departure. 
• Information and Recommendations: 
• Provide guests with information about hotel amenities, services, and local attractions, offering tailored recommendations based on their preferences. 
• Handle inquiries, resolve complaints, and ensure guest satisfaction by demonstrating professionalism, empathy, and prompt action. 
• Communication and Collaboration: 
• Coordinate with housekeeping, concierge, and other departments to ensure guest requests are fulfilled promptly and effectively. 
• Maintain clear, efficient communication with team members and management to ensure seamless hotel operations. 
• Administrative Duties: 
• Process reservations, cancellations, and modifications accurately using hotel management software. 
• Maintain accurate guest records, ensuring confidentiality and safeguarding personal information. 
• Service Excellence: 
• Consistently uphold the hotel’s luxury standards by providing high-quality service and anticipating guest needs. 
• Participate in ongoing training and development to improve service skills and keep current with industry best practices. 

Qualifications: 

• Education: 
• High school diploma or equivalent required; a degree in Hospitality Management is a plus. 
• Experience: 
• 1+ years of experience in a guest service role, preferably in a luxury hotel or similar hospitality setting. 
• Skills & Abilities: 
• Strong communication, interpersonal, and customer service skills. 
• Proficiency in hotel management software and Microsoft Office Suite. 
• Ability to multitask and handle multiple guest requests in a fast-paced environment. 
• Flexible schedule, including evenings, weekends, and holidays. 

Working Conditions: 

• Fast-paced environment with constant guest interaction. 
• Ability to stand for extended periods and manage multiple tasks simultaneously while maintaining attention to detail. 

Grooming: 

• All employees must maintain a neat, clean, and well-groomed appearance in accordance with specific grooming standards established by the hotel. 

Physical Requirements: 

• Ability to stand for long periods (up to 8 hours) during shifts. 
• Ability to lift and carry up to 25 lbs of guest luggage or other items when needed. 
• Capability to bend, stoop, and kneel to assist with guest services, such as reaching items or attending to lower-level tasks. 
• Manual dexterity to operate the computer and other hotel equipment. 
• Ability to work in a fast-paced, high-traffic environment while maintaining focus and attention to detail 

Our Commitment to Diversity & Inclusion  

At Palm House, we believe our strength comes from our people. We are committed to building a diverse and inclusive team and encourage candidates from all backgrounds to apply. We value different perspectives and experiences and strive to create an environment where everyone feels they belong.