Job Summary:
The Front Desk Agent serves as the first point of contact for guests, delivering exceptional service and ensuring a seamless experience from arrival to departure. This role requires a polished, professional demeanor and the ability to anticipate guest needs in a luxury hotel environment. The Guest Service Agent plays a critical role in creating lasting impressions and ensuring every guest has a memorable experience.

Key Responsibilities:

• Guest Relations:
• Greet and welcome guests with warmth and friendliness, ensuring they feel valued from the moment they arrive.
• Provide personalized service, addressing guests by name and anticipating their specific needs to enhance their experience.
• Check-In/Check-Out Procedures:
• Efficiently manage the check-in and check-out process, ensuring accurate reservation details and billing information.
• Assist guests with room assignments, special requests, and luggage services to ensure a smooth and stress-free arrival and departure.
• Information and Recommendations:
• Provide guests with information about hotel amenities, services, and local attractions, offering tailored recommendations based on their preferences.
• Handle inquiries, resolve complaints, and ensure guest satisfaction by demonstrating professionalism, empathy, and prompt action.
• Communication and Collaboration:
• Coordinate with housekeeping, concierge, and other departments to ensure guest requests are fulfilled promptly and effectively.
• Maintain clear, efficient communication with team members and management to ensure seamless hotel operations.
• Administrative Duties:
• Process reservations, cancellations, and modifications accurately using hotel management software.
• Maintain accurate guest records, ensuring confidentiality and safeguarding personal information.
• Service Excellence:
• Consistently uphold the hotel’s luxury standards by providing high-quality service and anticipating guest needs.
• Participate in ongoing training and development to improve service skills and keep current with industry best practices.

Qualifications:

• Education:
• High school diploma or equivalent required; a degree in Hospitality Management is a plus.
• Experience:
• 1+ years of experience in a guest service role, preferably in a luxury hotel or similar hospitality setting.
• Skills & Abilities:
• Strong communication, interpersonal, and customer service skills.
• Proficiency in hotel management software and Microsoft Office Suite.
• Ability to multitask and handle multiple guest requests in a fast-paced environment.
• Flexible schedule, including evenings, weekends, and holidays.

Working Conditions:

• Fast-paced environment with constant guest interaction.
• Ability to stand for extended periods and manage multiple tasks simultaneously while maintaining attention to detail.

Grooming:

• All employees must maintain a neat, clean, and well-groomed appearance in accordance with specific grooming standards established by the hotel.

Physical Requirements:

• Ability to stand for long periods (up to 8 hours) during shifts.
• Ability to lift and carry up to 25 lbs of guest luggage or other items when needed.
• Capability to bend, stoop, and kneel to assist with guest services, such as reaching items or attending to lower-level tasks.
• Manual dexterity to operate the computer and other hotel equipment.
• Ability to work in a fast-paced, high-traffic environment while maintaining focus and attention to detail

Our Commitment to Diversity & Inclusion

At Palm House, we believe our strength comes from our people. We are committed to building a diverse and inclusive team and encourage candidates from all backgrounds to apply. We value different perspectives and experiences and strive to create an environment where everyone feels they belong.