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Posted: Monday, March 13, 2017 12:25 AM

The Front Office Agent is responsible for providing attentive, welcoming, friendly and efficient service to all guests during check in, throughout their stay, and at check out, while ensuring guest satisfaction with all services. Additionally, the Front Office Agent is responsible for ensuring attentive, welcoming, friendly and efficient communication on the telephone, while answering calls from internal and external guests, dispatching guest requests to various departments and following up to ensure pletes VIP registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non:verbally confirm the room number and rate. Ensures guest knows location of room, and arranges for associate to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.Work with Leader to ensure rooms and services are correctly accounted for within guest statement. Properly accounts for complimentary services provided by the resort for the guest. Assists guest with check out payments or charges. Accepts and records vouchers, credit, travelers checks, and other forms of payment. Converts foreign currency at current posted rates.Greets guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listen to understand requests, responds with appropriate action and provides accurate information such on outlet hours, special VIP programs, events, etc.Receives special requests from guests, and forwards requests to appropriate associates for decisions and actions. Promptly answers the telephone and web inquiries. Inputs messages into the computer and communicates special guest needs to the team. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items as requested.Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy resort activity. Plans and implements detailed steps by using experienced judgment and discretion.Greet and welcome all guest approaching the Front Desk in accordance with hotel standardsA?Obtain all necessary information when taking room reservations and follow the rate:quoting scenarioA?Follow proper procedures to all VIP and special guest requestA?Review Front Office log and trace file dailyA?Fully comprehend and operate all relevant aspects of all Front Office computer systemsA?Ensure logging and delivering of all message, packages, and mail in a timely and professional manner to guest and meeting roomsA?Be aware of all rates, packages, and promotions currently underway as listed or indicatedA?Be familiar with all in:house groupsA?Be aware of all closed out and restricted datesA?Follow all SBE credit and cash handling policiesA?Be able to complete a bucket check, room rate verification report, and Credit reportMaintain and market promotions and guest programsA?Establish and maintain good communication and teamwork with fellow employees and other departments within the hotelBalance and prepare individual paperwork for closing of shift according to hotel standardsA?Have knowledge of and assist in all emergency procedures as requiredA?Handle checked in/out in a friendly, efficient and courteous mannerA?Be able to perform and complete that all tasks and duties on the shift checklist are completed in a timely and efficient mannerA?Be familiar with hospitality terminologyRun room status reports in a timely manner and relay necessary information to affected departments and individualsA?Answer inquiries from guest regarding restaurants,


• Location: Miami

• Post ID: 47701531 miami is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017