Overnight Front Desk Agent

Job Description

Job Description

Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting U.S. Presidents, European Royalty and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.

For more information visit http : / / thecolonypalmbeach.com

The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place.

JOB OVERVIEW :

Greet and welcome guests, assist, and provide directions and information to guests and visitors. Register guests, manage reservations and provide information about rooms, rates and the property and amenities. Coordinate all guest requests for special arrangements or services, courteously and efficiently. Escort V.I.P.’s to assigned guest rooms, informing guests of services, features and room amenities. Attend to immediate needs of guests upon arrival and follow through throughout stay.

ESSENTIALS JOB FUNCTIONS :

1) Welcome guests upon their arrival and assign rooms.

2) Meet and exceed guests’ expectations by anticipating the services they might require.

3) Perform all check-in and check-out tasks.

4) Manage online and phone reservations.

5) Inform guests about payment methods and verify their credit card data.

6) Register guests collecting necessary information.

7) Maintain complete knowledge of :

a) All hotel features / services, hours of operation.

b) All hotel restaurant food concepts, menu price range, dress code and ambiance.

c) All hotel room types, number / names, layout, appointments, amenities and locations.

d) All hotel room rates, special packages and promotions.

e) Daily house count and expected arrivals / departures (particularly V.I.P.s).

f) Scheduled daily group activities, names and location of meeting / banquet rooms.

g) Local events, attractions, holiday schedules.

8) Maintain complete knowledge and comply with all hotel and departmental policies and procedures.

9) Liaise with housekeeping to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs.

10) Upsell room types, additional amenities and services, when appropriate.

11) Maintain updated records of bookings and payments.

12) Collect payments, make change.

13) Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.

14) Obtain department keys and beeper / radio; ensure security of such.

15) Meet with Supervisor / departing Guest Ambassdor to review business status and follow up actions.

16) Access all functions of computer system in accordance with departmental specifications.

17) Set up work station with necessary supplies; maintain cleanliness throughout shift.

18) Legibly complete requisitions for additional supplies / materials and submit to manager.

19) Maintain updated resource materials on all vendors and information to accommodate guest requests.

20) Review designated in-house guest list and be familiar with guests’ names and room locations.

21) Answer department telephone within 3 rings, using correct salutations and telephone etiquette.

22) Assist guests with room reservations.

23) Perform pre-arrival calls following departmental standards.

24) Accommodate all guest requests expediently and courteously.

25) Follow up with designated hotel personnel to ensure completion of request.

26) Coordinate guest requests with designated vendors according to departmental standards, to include :

• Room accommodations
• Airline reservations, changes, cancellations
• Transportation from hotel to airport and return
• Bus / train transportation
• Limousine reservations
• Car rentals
• Car repair and servicing
• Charter flights / rentals
• Babysitting services
• Banking / financial services
• Business center services / fax or telex services / mailing and delivery services.
• Interpretation services.
• Notary services
• Restaurant reservations, nightclub activities
• Dry cleaning, laundry, alterations, repairs
• Sporting events, golf facilities, sport and athletic activities / rentals, outdoor activities, health hotel facilities.
• Formal wear rentals
• Flowers
• Salon appointments
• Shoe shines
• Shopping services
• Movie / theater / attraction tickets
• Sightseeing tours
• Medical services
• Religious services

27) Relay accurate directions to guests’ desired destination within local area and distribute maps with highlighted routes.

28) Legibly document all pertinent information in guest notes. Monitor and update guests notes through the shift.

29) Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.

30) Assist guests in locating and retrieving lost luggage.

31) Distribute all guest and departmental mail.

32) Monitor, send and distribute guest faxes.

33) Inspect blocked V.I.P. rooms, using company procedures an checklists, prior to guest arrival / rectify any deficiencies. Randomly inspect designated rooms weekly and complete necessary documentation.

34) Meet V.I.P.’s upon arrival at the Front Desk and assist with escorting them to their assigned room. Inform guests of hotel services / features and room amenities. Extend assistance before departing.

35) Place orders for amenities and coordinate delivery of amenities to designated guest rooms in accordance with hotel standards.

36) Assist guests in locating and retrieving lost luggage.

37) Distribute all guest and departmental mail.

38) Monitor, send and distribute guest faxes.

39) Assist guests with purchases and selection of retail items. Record and process sales and payments.

40) Monitor and maintain the cleanliness of the lobby and work areas.

41) Take, record and relay message accurately, completely and legibly.

42) Successful completion of the training / certification process.

43) Notifies management of any pertinent information related to shift or guest activities in a timely manner to allow for the appropriate follow-up as required to successfully resolve any guest situations.

44) Maintain knowledge of all safety and emergency procedures and is aware of accident prevention policies. Report accidents, injuries, and unsafe work conditions to the supervisor or manager.

45) Handle emergency calls.

46) Remain, at all times, attentive, friendly, helpful and courteous to all guests, managers and fellow employees.

47) Ensure that the appropriate level of confidentiality and security for all guest and company information is achieved, aiding in creating a feeling of comfort and confidence for guests.

48) Maintain high standards of personal appearance and grooming, which include wearing proper uniform and a name tag when working.

49) Perform other duties as assigned by supervisor.