Title : Front Office Agent
Department : Front Office
Location : Orlando, FL
Scope of Position
Position Requirements
- Professional demeanor appropriate for a AAA 4-Diamond Resort.
- One (1) year experience in a Hotel or Resort Front Desk position.
- Outstanding guest service 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 and members.
- Experience with cash handling, including but not limited to guidelines set forth regarding PCI Compliance.
Responsibilities
- Approach all encounters with guests, employees, and members in a professional and personalized manner.
- Responsible for providing prompt yet personal service at times of check-in & check-out.
- Assist management in applying credit and guest billing policies.
- Resolve all guest concerns to conclusion including working with other departments to ensure guest satisfaction.
- Always maintain a professional and high-quality service-oriented environment.
- Maintain the confidentiality of all guest and member information and pertinent resort data, as well as the security of high-profile guests or members in accordance with the Caribe Royale Orlando Hotel standards.
- Understand and communicate promotions and enhancements effectively with Associates and guests.
- Build rapport with VIPs and distinguished visitors, follow up calls, encourage feedback throughout guests’ stay.
- Offer to handle special arrangements during guest stays; coordinate future visits.
- Maintain database of guest preferences and special dates.
- Actively participate in training and continuing education related to the Front Desk.
- Complete projects in a timely manner as required by the Front Desk Manager, and Supervisors.
- Perform any other reasonable duties as required by management.
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