FT Front Desk Agent

Company Description

From our dazzling location in the heart of Miami, SLS offers both our staff and our guests a hip, cutting-edge experience in the world of hotels as theater. We have an exciting job opportunity to join our Front Desk team as a Front Desk Agent located at SLS South Beach, Miami. JOIN THE SLS FAMILY TODAY!

Job Description

A global tribe of individuals, partners and progressives, devoted to creating extraordinary experiences for our community throughout our proprietary brands - we are SLS.  Visionaries at the forefront of hospitality, cuisine, design, residences and entertainment, our lifestyle moments are forged with highly-curated and passionate service.  We are committed to authenticity, sophistication, mastery and innovation.  Our stage is the world. Our time is now.

With this in mind, we foster a family environment built on values that describe our lifestyle, experiences and how we see the world. When you have a tribe such as ours and place it in and around the collection of accommodations, restaurants, nightlife, retail and gaming, you create a force that cannot be replicated by anyone else. We are an equal opportunity employer.

Job Purpose:

Under the general guidance of the Front Desk Manager and Front Office Manager, perform all duties connected with arriving and in-house guests, ensure that all our regular and VIP guests receive high quality, personalized service, an Engaging, Dynamic Guest Experience and maintain our guest recognition program.

Duties & Functions:
• Actively welcome, greet, and check guests in
• Inform guests with a savvy knowledge of the hotel, its services, the city, and local ‘happenings’
• Ensure all requests are dealt with accurately and they receive the appropriate service, attention, and follow up
• Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservations, walk ins, VIP guests, groups, etc.
• Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries
• Deal with all guest requests, accidents, and/or thefts promptly, no later than within a 20 minute response time, and record all matters in HotSos or hotel-specific recording process
• Update and maintain the reception handover book, and pass on all guest feedback to the Manager on duty so appropriate action may be taken
• Ensure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with THE COMPANY confidentiality standards
• Ensure the correct procedure and policy standards are adhered to
• Ensure all necessary supplies are available for the front desk, manage par stock, and order supplies
• Complete the appropriate reports and audits during the overnight shift
• Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payments; third-party payments, international currency, etc.
• Encourage up-selling in order to maximize rates
• Ensure work areas are cleaned and maintained at all times
• Any other reasonable duties as assigned by the supervisor or manager
• We recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional service
Job Description

ADDITIONAL RESPONSIBILITIES
• Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
• Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions, and provide accurate information.
• Remain calm and alert, especially during emergencies and/or heavy restaurant activity, serving as a role model for the team and other employees. Interact with other department personnel and venue staff as needed.
• Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
To be aware of and ensure constant compliance with all necessary operational policies including:
• Health and Safety
• Food Hygiene
• Maintenance
• Emergency Procedures
• Liquor Licensing

SUPPORTIVE FUNCTIONS
In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.