Front Desk Agent - Key Largo, United States - NDM Hospitality Services

NDM Hospitality Services Key Largo, United States

3 weeks ago

Description

We are currently looking for a Guest Service Front Desk Agent to join our team. As a Guest Service Agent, you'll be responsible for all front desk duties, delivery of quality customer service and resolution of guest issues.

ESSENTIAL FUNCTIONS OF THE JOB:

Checking guests in and out in an efficient, courteous, and professional manner
Assisting in guests' needs and concerns are responded to in a timely, professional, and friendly manner with a focus on service recovery when applicable
Reviewing guest comments and ensuring that problems are identified and corrected in a timely manner with assistance of management.
Maintaining an efficient system of communication between the Front Office and other departments, with particular attention to guest arrivals and departures
Monitoring and maintaining the front office systems and equipment to ensure their optimum performance

Minimum requirements:

Minimum of 6 months Guest Services experience in a club/resort property of similar size and quality
Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment
Ability to handle stressful situations in a calm, professional manner and exhibit good judgment
Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice
Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible
Must have excellent supervisory and interpersonal skills
Ability to work a varied schedule that will include evenings, nights, and weekends

ADDITIONAL RESPONSIBILITIES:

Completes tasks and projects delegated by direct supervisor
Complies with all policies and procedures relating to the resort
Records any guest complaints or problems and notifies the appropriate individuals
Excellent attendance and timeliness
Reports to shift on time in a neatly groomed and acceptable manner
Understands fire and safety procedures to assist in emergency situations if necessary
Committed to the organizational goals and vision while defending the company name
Performs general inspection of clubhouse to ensure cleanliness and informs appropriate parties when attention is needed

KNOWLEDGE & SKILLS:

Excellent written and verbal communication skills
Strong time management, prioritization, organizational and follow up skills
Positive contributor and works well in a team-oriented environment
Ability to think, work and make independent decisions based on sound judgment

SERVICE STANDARDS:

Eye contact should be made at a distance of no less than ten feet from every guest
A genuine smile should be offered at a distance of no less than five feet from every guest
Employees should build rapport with guests during any conversation, if the guest responds to the initial statement with a conversational demeanor
Guest last name is used effectively, but discreetly, as a signal of recognition as least once and not more than twice during any conversation with guests
Before concluding conversations, the guest is verbally offered additional assistance with a statement relevant to the guest's individual needs

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