Scope of Position

The Front Desk Agent is responsible for a professional, yet personal and efficient check-in and check-out for each guest of the resort. He/she will process all payments according to established resort requirements and provide information to guests, as well as visitor inquiries in person or via telephone. In addition, the Front Desk Agent is expected to complete daily checklists and demonstrate professional courtesy at all times.                                                             

Position Requirements

• Professional demeanor appropriate for a luxury environment.
• Minimum one (1) year experience in a Hotel or Resort Front Desk/Guest Services position.
• Outstanding guest service skills. 
• Able to handle a multitude of tasks in an ever-changing environment.
• Effective at listening to, understanding, clarifying and responding to the concerns and issues raised by guests and members.

Responsibilities

• Approach all encounters with guests, employees, and members in a professional and personalized manner.
• Responsible for providing prompt yet personal service at times of check-in & check-out.
• Assist management in applying credit and guest billing policies.
• Resolve any and all guest concerns to conclusion including working with other departments to ensure guest satisfaction.
• Ensure department compliance with the JW Marriott Miami Turnberry Resort & Spa policies, procedures and programs.
• Maintain a professional and high quality service oriented environment at all times.
• Maintain the confidentiality of all guest and member information and pertinent resort data, as well as the security of high profile guests or members in accordance with JW Marriott Miami Turnberry Resort & Spa standards. 
• Understand and communicate promotions and enhancements effectively with Associates and guests.
• Build rapport with VIPs and distinguished visitors; escort guests to rooms, follow up calls, encourage feedback throughout guests’ stay.
• Offer to handle special arrangements during guest stays; coordinate future visits. 
• Maintain database of guest preferences and special dates.
• Actively participate in training and continuing education related to the Front Desk. 
• Complete projects in a timely manner as required by the Front Desk Manager, and Supervisors.
• Perform any other reasonable duties as required by management.

Education

• High school diploma or GED or degree in Hospitality related major.

Skills and Abilities

• Able to communicate in the English language. Second language is a plus.
• Able to work flexible schedules including holidays and weekends and able to perform multiple tasks. 
• Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).

Physical Requirements 

• Ability to push/pull 50 Lbs.
• Ability to lift 25 Lbs.
• Think clearly in high stress and intense situations.
• Ability to multi-task and give direction under pressure.
• Stand, walk and sit for extended periods of time.
• Work in areas of high heat and humidity.