Front Desk Agent

Description

Position Summary 

The Front Desk Agent serves as the face of Palm House and is responsible for creating exceptional first and last impressions for every guest. This position delivers personalized, anticipatory service while ensuring a seamless arrival, stay, and departure experience. The ideal candidate is polished, professional, detail-oriented, and passionate about providing luxury hospitality that exceeds guest expectations. 

As a key member of the Front Office team, the Front Desk Agent embodies the hotel's service culture by fostering meaningful guest connections, resolving concerns with urgency and empathy, and consistently upholding Forbes Travel Guide standards. 

Essential Duties and Responsibilities 

Guest Experience & Service Excellence 

• Welcome guests with warmth, professionalism, and genuine hospitality. 
• Create memorable experiences by anticipating guest needs and delivering personalized service. 
• Recognize returning guests and VIPs, ensuring preferences and special requests are acknowledged and accommodated. 
• Respond promptly and professionally to guest inquiries, concerns, and requests. 
• Resolve guest issues efficiently and follow through to ensure complete satisfaction. 
• Maintain a positive, polished, and service-focused presence at all times. 

Check-In & Check-Out Operations 

• Perform accurate and efficient guest check-in and check-out procedures. 
• Verify reservation details, payment methods, room assignments, and guest preferences. 
• Coordinate luggage assistance, transportation requests, and special accommodations as needed. 
• Process room changes, extensions, upgrades, and billing adjustments accurately. 
• Ensure guest folios are reviewed and settled correctly upon departure. 

Hotel Knowledge & Concierge Support 

• Maintain comprehensive knowledge of hotel amenities, services, dining outlets, events, and local attractions. 
• Provide personalized recommendations tailored to guest interests and preferences. 
• Assist with reservations, transportation arrangements, and general concierge-related requests. 

Administrative Responsibilities 

• Accurately process reservations, cancellations, modifications, and room assignments. 
• Maintain confidential guest records and protect sensitive information. 
• Complete daily reports, cash handling procedures, and shift audits as assigned. 
• Ensure all transactions comply with hotel policies and procedures. 

Team Collaboration 

• Work closely with Housekeeping, Engineering, Security, Food & Beverage, and other departments to ensure seamless guest experiences. 
• Communicate guest preferences, special requests, and operational concerns effectively. 
• Participate in departmental meetings, training sessions, and ongoing development programs. 

Forbes & Luxury Service Standards 

• Consistently uphold Forbes Travel Guide and Palm House luxury service standards. 
• Demonstrate attention to detail, professionalism, and a commitment to excellence in every guest interaction. 
• Maintain a sense of urgency while delivering thoughtful and personalized service. 

Qualifications 

Education 

• High School Diploma or GED required. 
• Associate's or Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred. 

Experience 

• Minimum of one (1) year of experience in a guest-facing hospitality role required. 
• Luxury hotel, resort, or upscale hospitality experience strongly preferred. 
• Experience with hotel property management systems (PMS) preferred. 

Knowledge, Skills, and Abilities 

• Exceptional verbal and written communication skills. 
• Strong interpersonal and relationship-building abilities. 
• Ability to remain composed and professional in a fast-paced environment. 
• Strong problem-solving and conflict-resolution skills. 
• Proficiency in Microsoft Office and hotel management software. 
• Excellent organizational skills and attention to detail. 
• Ability to multitask while maintaining service excellence. 

Working Conditions 

• Fast-paced luxury hotel environment with continuous guest interaction. 
• Must be available to work flexible schedules, including weekends, evenings, holidays, and special events. 
• Requires frequent standing, walking, and movement throughout the property. 

Physical Requirements 

• Ability to stand and walk for extended periods, up to eight (8) hours per shift. 
• Ability to lift, carry, push, and pull up to 25 pounds when assisting guests or performing operational duties. 
• Ability to bend, stoop, kneel, reach, and climb as necessary. 
• Manual dexterity required to operate computers, telephones, and office equipment. 
• Ability to work effectively in a busy environment while maintaining focus, professionalism, and attention to detail.