Front Desk Agent

Begin Your Rosewood Journey

We believe that life is made of many journeys: inspiration, wonderment, curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you.

We are looking for a Front Desk Agent to join our Front Office Team!

Overview

Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors.

Essential Responsibilities:

* Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.

* Ensure that standards are maintained at a superior level on a daily basis.

* Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

* Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.

* Maintain positive guest relations at all times.

* Resolve guest complaints, ensuring guest satisfaction.

* Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.

* Maintain complete knowledge at all times of All hotel features/services, hours of operation. All room types, numbers, layout, decor, appointments, and location. All room rates, special packages, and promotions. Daily house count and expected arrivals/departures. Room availability status for any given day. Scheduled daily group activities / VIPs.

* Obtain assigned bank and ensure accuracy of contracted monies. Keep the bank secure at all times.

* Meet with Supervisor to review daily assignments and priorities.

* Meet with departing Front Desk Agent to review business status and follow up items.

* Access all functions of the computer system.

* Set up a workstation with necessary supplies.

* Answer department telephone within 3 rings, using correct greeting and telephone etiquette.

* Promote positive guest relations to all individuals approaching the Front Desk.

* Process all guest check-ins.

* Confirm reservation in the system and review all noted information.

* For guests without a reservation, sell a room type agreed upon.

* Register guest on the computer.

* Verify reservation information with the guest (departure date, room type).

* Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.

* Assign guest room.

* Advise guests of any messages, mail, faxes, etc. received for them.

* Communicate the services and amenities of the hotel to guests.

* Obtain proper identification for tax-exempt guests and attach the form to the registration card.

* Direct Bell Person to escort guests and transport their luggage to the room.

* Maintain guest history files on all guests.

* Communicate VIP arrivals to designated personnel for escort and delivery of amenities.

* Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).

* Handle overbooked or “walked” guests.

* Accommodate room changes.

* Document all guest requests, complaints, or problems.

* Take, record, and relay messages accurately, completely, and legibly.

* Accept and record wake-up call requests; deliver to PBX.

* Issue safe deposit boxes to guests and ensure the security of keys.

* Distribute all guest and department mail.

* Monitor, send, and distribute guest faxes.

* Document and confirm reservations and cancellations.

* Block rooms on the computer and follow through on designated requirements.

* Pre-register designated guests and prepare key packets.

* Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).

* Generate, print, and distribute daily and weekly reports.

* Resolve discrepancies on the room status report with Housekeeping.

* Match the bucket check to the in-house guest ledger report, report discrepancies to the Manager.

* Process all check-outs.

* Resolve any late charges.

* Present folio to guest and resolve any disputed charges.

* Settle guest accounts.

* Retrieve guest room key from the guest.

* Solicit guest comments on their stay.

* Process express check-outs.

* Handle requests for late check-outs.

* Conduct group check-ins/outs.

* Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information.

* Adhere to all cashiering procedures:

Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges. Make a change for guests. Cash guests' personal checks/travelers’ checks. Post charges. Run closing reports. Count and secure bank. Complete designated cashier reports. Balance receipts. Drop receipts.

* Document pertinent information in the logbook/ Lotus Notes/Front Desk Checklist.

All other duties as required

About Rosewood Miramar Beach

Rosewood Miramar Beach features 161 ultra-luxury guestrooms across 16 acres, including a glamorous Presidential Residence, a Bridal Suite, and multi-bedroom family bungalows nestled among rolling lawns and mature landscaping. Guests are treated to estate-style service, entirely personalized to complement their every need. Amenities include an oceanside bar and restaurant with an outdoor terrace, a signature restaurant, two swimming pools, a Sense® spa, a state-of-the-art fitness center, a beach club, and a screening room. In addition, the resort offers 12,000 square feet of indoor and outdoor event space including a 6,000-square-foot ballroom.

Competitive Benefits

* Medical

* Dental

* Vision

* Life & Disability insurances, 401K

* Complimentary Room Nights

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