Ft Front Desk Agent, Hyde Midtown

5 months ago

Hyde, United Kingdom sbe Entertainment Group Full time

And you’ll find Hyde Midtown Miami right in the heart of it all. Explore the best of the city’s arts, culture, entertainment, and restaurants at your leisure because when you visit Hyde Midtown Miami, we have everything you need and nothing you don't.

**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 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

**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 emergency situations and/or heavy restaurant activity, serving as a role model for 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.
- Attend mandatory meetings including divisional meetings, staff meetings, etc.
- Participate in community events and ensure the corporate social responsibility goals of the company are met.
- Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table, and any departmental-specific systems used.
- Keep the work area clean and organized.
- Ensure confidential documents are kept in a secured area.
- When disposing of confidential documents that contain any personally identifiable information, they must be shredded or pulverized.
- Complete other duties as assigned by the Department Head.
- Demonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards.
- Ensure compliance with the company’s policies and procedures.

**OTHER DUTIES**

Assimilate into the company’s culture through understanding, supporting, and participating in all the company elements. Demonstrate working knowledge of the service standards.

Regular attendance in conformance with the standards, which may be established by the company from time to time, is essential to the successful performance of this position.

Due to the cyclic

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