Rooms Front of House Employee

The Rooms Front of House Employee is responsible for delivering exceptional guest service across all Front of House functions, including Guest Services, Front Desk, PBX operations, Concierge, Guest Relations, and Bell/Door services. Key duties include guest registration and check‑out, handling PBX and telephone communications, luggage assistance and delivery, coordination and delivery of guest amenities, and providing accurate information and support to hotel guests and industry partners in a professional and gracious manner. The employee will perform Guest Service Agent duties as required and serve as an advocate for the hotel by creating personalized and memorable guest experiences. This role involves building strong relationships with guests to encourage repeat visits and brand loyalty. The employee may be assigned to one or more Front of House areas, including PBX, Front Desk, Concierge, Guest Relations, and Bell/Door, based on operational needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Review arrivals noting special requests, blocking rooms as needed.
• Check in and Check out hotel guests in a confident, professional and friendly manner.
• Respond to guest queries and issues, resolving their problems in a professional and friendly manner.
• Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information.
• Complete all items on appropriate (AM, PM, Overnight) checklist by end of shift.
• Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests.
• Personally develop relations with well-established services: bonded baby-sitters, florists, beauty and barber shops, in room spa services, etc.
• Make reservations for guests in all facets of the hospitality industry: restaurants, airlines, car rentals, entertainment, movies, shows/plays, etc.
• Maintain follow-up log for communication between Concierges.
• Attend hotel and department meetings.

SPECIFIC EXPERIENCE WE'RE SEEKING:

• Hospitality degree is preferred
• 1+ years of experience as a concierge or front of the house employee in a luxury resort
• Ability to adapt to constantly changing situations and personalities of guests, ensuring quality service to all guests. Maintain decorum in stressful situations.
• Proficiency with MSFT Office
• Familiar with hotel systems and operations, and the ability to enter in information accurately. Opera, Alice and HOTSOS
• Flexible schedule, able to work evenings, weekends and holidays.

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: High school diploma or general education degree (GED) required.

Language Skills: Ability to read, write, and verbally communicate effectively and professionally with other business departments, guests, and vendors. Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.

Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands.

Salary range: $9.00-$11.00 USD per hour