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Front Desk Agent

Company: Rosewood Miramar Beach
Location: Santa Barbara
Posted on: January 7, 2022

Job Description:

Job Description

Begin Your Rosewood Journey

We believe that life is made of many journeys: inspiration, wonderment, curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you.

Rosewood Miramar Beach is looking for a Front Desk Agent to join our Front Office Team!


Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors.

Essential Responsibilities:

-Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
-Ensure that standards are maintained at a superior level on a daily basis.
-Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
-Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
-Maintain positive guest relations at all times.
-Resolve guest complaints, ensuring guest satisfaction.
-Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
-Maintain complete knowledge at all times of: All hotel features/services, hours of operation, All room types, numbers, layout, dcor, appointments, and location, All room rates, special packages, and promotions, Daily house count and expected arrivals/departures, Room availability status for any given day, Scheduled daily group activities / VIPs.
-Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
-Meet with Supervisor to review daily assignments and priorities.
-Meet with departing Front Desk Agent to review business status and follow up items.
-Access all functions of computer system.
-Set up workstation with necessary supplies.
-Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
-Promote positive guest relations to all individuals approaching the Front Desk.
-Process all guest check-ins.
-Confirm reservation in system and review all noted information.
-For guests without a reservation, sell a room type agreed upon.
-Register guest in the computer.
-Verify reservation information with the guest (departure date, room type).
-Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
-Assign guest room.
-Advise guest of any messages, mail, faxes, etc. received for them.
-Communicate services and amenities of the hotel to guests.
-Obtain proper identification for tax exempt guests and attach form to registration card.
-Direct Bell Person to escort guest and transport their luggage to the room.
-Maintain guest history files on all guests.
-Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
-Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
-Handle overbooked or "walked" guests.
-Accommodate room changes.
-Document all guest requests, complaints, or problems.
-Take, record and relay messages accurately, completely, and legibly.
-Accept and record wake-up call requests; deliver to PBX.
-Issue safe deposit boxes to guests and ensure security of keys.
-Distribute all guest and department mail.
-Monitor, send and distribute guest faxes.
-Document and confirm reservations and cancellations.
-Block rooms in computer and follow through on designated requirements.
-Pre-register designated guests and prepare key packets.
-Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
-Generate, print, and distribute daily and weekly reports.
-Resolve discrepancies on the room status report with Housekeeping.
-Match the bucket check to in-house guest ledger report, report discrepancies to Manager.
-Process all check-outs.
-Resolve any late charges.
-Present folio to guest and resolve any disputed charges.
-Settle guest accounts.
-Retrieve guest room key from guest.
-Solicit guest comments on their stay.
-Process express check-outs.
-Handle requests for late check-outs.
-Conduct group check-ins/outs.
-Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information.
-Adhere to all cashiering procedures: Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges, Make change for guests, Post charges, Run closing reports, Count and secure bank, Complete designated cashier reports, Balance receipts, Drop receipts.
-Document pertinent information in the logbook/ Lotus Notes/Front Desk Checklist.
-All other duties as required

About Rosewood Miramar Beach

Rosewood Miramar Beach features 161 ultra-luxury guestrooms across 16 acres, including a glamorous Presidential Residence, a Bridal Suite, and multi-bedroom family bungalows nestled among rolling lawns and mature landscaping. Guests are treated to estate-style service, entirely personalized to complement their every need. Amenities include an oceanside bar and restaurant with an outdoor terrace, a signature restaurant, two swimming pools, a Sense spa, a state-of-the-art fitness center, beach club and screening room. In addition, the resort offers 12,000 square feet of indoor and outdoor event space including a 6,000-square-foot ballroom.

Competitive Benefits

-Life & Disability insurances, 401K
-Complimentary Room Nights

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Keywords: Rosewood Miramar Beach, Santa Barbara , Front Desk Agent, Sales , Santa Barbara, California

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