Front Desk Agent (Overnight) - Caribe Royale Orlando Hotel

Scope of Position

The Front Desk Agent is responsible for a professional, yet personal and efficient check-in and check-out for each guest. He/she will process all payments according to the established resort policies and provide information to guests and visitor inquiries in person or via telephone. In addition, the Front Desk Agent is expected to complete daily checklists and always demonstrate professional courtesy.

Position Requirements

- Professional demeanor appropriate for a AAA 4-Diamond Resort.

- One (1) year experience in a hotel or resort front desk position.

- Possess outstanding guest service and communication skills.

- Able to handle a multitude of tasks in an ever-changing environment.

- Effective at listening to, understanding, clarifying, and responding to the concerns and issues raised by guests.

- Experience with cash handling, including but not limited to guidelines set forth regarding PCI Compliance.

Responsibilities

- Welcome guests in a warm, professional, and courteous manner, creating a positive first impression.

- Provide personalized service by anticipating guest needs and responding promptly to inquiries and requests.

- Assist guests with questions regarding hotel amenities, resort services, dining options, activities, and local attractions.

- Responsible for providing prompt, yet personal service at times of check-in & check-out.

- Resolve guest concerns professionally and efficiently, escalating issues to management when appropriate.

- Maintain a professional presence and demonstrate a genuine commitment to guest satisfaction.

- Maintain the confidentiality of all guest information, convention group schedules, pertinent resort data, and the security of high-profile guests in accordance with hotel operating standards.

- Review guest folios, process payments, and assist with billing inquiries and discrepancies.

- Assist with reservation inquiries, modifications, cancellations, and room availability.

- Coordinate with Housekeeping, Bell Services, Concierge, Security, and other departments to support seamless guest service.

- Follow established front desk procedures, service standards, cash-handling guidelines, and security protocols.

- Identify opportunities to enhance the guest experience and communicate feedback to management.

- Actively participate in training related to the Front Desk.

- Perform any other reasonable duties as required by management.

Education

- High school diploma or GED or degree in a Hospitality-related major.

Skills and Abilities

- Able to communicate in the English language; Second language is a plus.

- Able to work flexible schedules including holidays and weekends.

- Proficient in performing multiple tasks.

- Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).

- Previous knowledge of PMS system preferred, including Opera or similar programs.

Physical Requirements

- Continuously, stand at a desk for extended periods in front of a computer screen.

- Also requires walking/reaching and bending throughout the shift.

- Must be physically fit to lift, pull, and push items up to 50 pounds.