Front Desk Agent

The Night Auditor/Guest Relations Agent serves as the guest liaison for both resort and non-resort services to our guests. Constantly and consistently exhibit Ocean House Collections core values and standards of behavior including adherence to the Forbes 5-Star standards. The ideal candidate will pro-actively greet guests warmly and provide a pleasant and comfortable experience. Where possible, pro-actively offer services and resolutions that are personalized to the guests needs. In addition, possess an exceptional ability to engage in friendly, polite conversation even if a guest becomes upset.

Responsibilities

Process the nightly audit sequences to reset for the next day’s business and verify accuracy of credit card transactions and batch reports; Maintain scheduled walk-through/security checks of property’s public areas; Answer phone and attend to guest requests; Check-in/check-out of hotel guests according to company standards; Receive reservation enquiries and book reservations; Handle guest challenges and inquiries in person, over the phone, or via written communication; Provide information on local area and activities, acting as concierge when necessary; Reconcile credit card charges; File correspondence, reports, and other paperwork; Process cash and other forms of payments; Keep staff knowledgeable of daily operations through daily reports; Maintain a hazard-free work environment and be familiar with emergency procedures; Speak clearly and persuasively in positive or negative situations; Practice, manage, and promote the Company’s Statement of Purpose, Service Excellence Pillars, and Declarations; Represent the Company with a positive attitude and professional presentation; Follow sustainability guidelines and practices; Carry out any other duties within the scope of the job description

Requirements

Flexibility to work both evening shifts (3-11pm) and overnight shifts (11pm-7am); Availability to work weekends, holidays, and extended shifts as needed; High school diploma or GED, or one to three years related experience/training, or equivalent combination; Proficiency in Microsoft Word, Outlook, and Excel; Fluency in English both verbally and in writing; Ability to perform job functions with attention to detail, speed, and accuracy under pressure; Ability to uphold company standards, policies, and procedures; Ability to prioritize and organize tasks and work area; Ability to remain calm and resolve problems using good judgment; Ability to follow directions; Ability to work cohesively with co-workers; Ability to maintain confidentiality of guest/staff information and pertinent company data

Nice to have

Working knowledge of Maestro; Experience in a guest-facing service role; Luxury hospitality experience; Time spent in a high-pressure, high-volume atmosphere; Previous experience on a professional team