Front Desk Agent - Iberostar Waves Berkeley Shore

At Iberostar Group we are looking for a Front Desk Agent to join our Hotel Iberostar Waves Berkeley Shore team based in Miami, Florida. But before knowing more about the position, we think it's important that you learn a little about us :

• We are a 100% family business (specifically, a family of more than 30,000 employees).
• We are operating in 35 countries and our headquarters is based in Palma de Mallorca.
• Our values (Passion, Responsibility, Transparency, Creativity and Humility) are very important to us, and all our actions are aligned with them.
• We are pioneers in responsible tourism (Check out our Wave of Change movement to learn more).

If this sounds interesting to you... maybe this is your place! : )

Your main mission is responsible for warmly and professionally welcoming guests, managing the entire process from arrival to departure. This role combines operational front desk tasks—such as check-in, check-out,payment processing, and OTA communication—with personalized assistance, local recommendations,and service coordination. The attendant ensures a smooth and satisfying experience for every guest and acts as a liaison between the guest and other hotel departments, ensuring comprehensive and high-quality service.

Greet and bid farewell to guests with courtesy, warmth, and professionalism.

Efficiently and accurately perform check-in and check-out procedures in accordance with hotel standards.

Verify, register, and update guest information in the PMS.

Handle payments, invoicing, refunds, and shift-end cash balancing.

Answer phone calls, emails, and in-person inquiries with a helpful and professional attitude.

Provide clear information about hotel services, schedules, internal policies, and nearby attractions.

Actively promote the sale of additional services such as room upgrades, late check-out, parking, special packages, and other hotel offerings.

Offer personalized assistance, including making reservations for restaurants, excursions, transportation, and other guest needs.

Recommend local activities and services to enhance the guest experience.

Manage special requests such as early check-in, late check-out, adjacent rooms, and upgrades.

Coordinate room assignments, modifications, and cancellations.

Effectively resolve guest complaints or issues, escalating to the supervisor when necessary.

Manage incoming packages, luggage storage, and special requests.

Collaborate with Housekeeping, Maintenance, and other departments to ensure seamless operations.

Comply with safety procedures and guest data protection policies.

Maintain a professional appearance and uphold personal grooming and presentation standards at all times.

The ideal person for this position brings excellent skills :

Ability to multitask under pressure with accuracy and efficiency.

Excellent communication skills and strong attention to detail.

Positive attitude, empathy, and a strong service mindset.

Experience / Professional background

Preferably with previous experience in customer service or front desk roles (preferably in hospitality). Intermediate to advanced English proficiency.

Tools :

Proficiency in Google Workspace (Gmail, Calendar, Sheets, Docs) or Microsoft Office 365 (Outlook, Excel, Word, Teams).

Languages :

Intermediate to advanced Spanish proficiency.

Availability to work rotating shifts, weekends, and holidays.

Se ofrece

What are you waiting for to join our team? We are looking forward to meeting you, apply for the offer! : ) #WeAreIberostar.

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