Job Description
Job DescriptionDescription:
About Palm House
Palm House is a boutique luxury property rooted in elevated hospitality, intentional care, and a people-first culture. Inspired by Forbes Travel Guide principles, we believe excellence is created through consistency, accountability, and genuine warmth—both for our guests and for one another. Every detail matters, and every role contributes to the story we tell.
Position Overview
The Front Desk Agent serves as the face of the hotel, responsible for delivering an exceptional first and last impression to every guest. This role requires a polished, professional demeanor, warm hospitality, and strong operational skills. The Front Desk Agent manages check-ins and check-outs, handles reservations, resolves guest inquiries, and ensures that every interaction reflects Palm House’s luxury standards. Efficiency, attention to detail, and the ability to multitask are critical for maintaining smooth front desk operations and creating an outstanding guest experience.
Key Responsibilities
Guest Services & Experience
- Warmly greet all guests upon arrival and departure, providing attentive and courteous service.
- Conduct efficient and accurate check-in and check-out procedures, including key distribution and payment processing.
- Provide personalized service to ensure each guest feels valued, informed, and welcomed.
- Respond promptly to guest requests, questions, and concerns, resolving issues in a professional manner.
- Anticipate guest needs and deliver proactive service to enhance the overall experience.
Reservations & Front Desk Operations
- Manage room reservations, modifications, and cancellations accurately using the hotel’s property management system (PMS).
- Maintain up-to-date and accurate guest information, including billing and contact details.
- Process payments, handle billing inquiries, and ensure account accuracy.
- Coordinate with Housekeeping, Engineering, and other departments to guarantee room readiness and timely fulfillment of guest requests.
Communication & Problem Solving
- Communicate effectively with guests, team members, and management to ensure seamless operations.
- Handle guest complaints or concerns professionally, escalating unresolved issues to management as needed.
- Maintain awareness of hotel policies, procedures, and emergency protocols, ensuring guest and team safety.
Knowledge of Hotel & Local Area
- Provide guests with accurate information regarding hotel amenities, hours of operation, and services.
- Recommend local attractions, restaurants, and points of interest to enhance the guest experience.
- Promote hotel services, packages, and amenities in a courteous and professional manner.
Administrative & Recordkeeping
- Maintain a clean, organized, and professional front desk and lobby area at all times.
- Prepare daily reports, manage key control, and conduct end-of-shift audits.
- Follow all standard operating procedures and maintain confidentiality of guest information.
Qualifications & Requirements
Education & Experience
- High school diploma or equivalent required; additional education in hospitality is a plus.
- Prior experience in hotel front desk, guest services, or high-level customer service preferred.
- Experience with hotel property management systems (e.g., Opera, Maestro, or similar) is advantageous.
Skills & Abilities
- Exceptional verbal and written communication skills.
- Strong interpersonal, conflict resolution, and problem-solving abilities.
- Ability to perform under pressure with poise and professionalism.
- Detail-oriented with strong organizational and multitasking skills.
- Basic math skills and computer literacy required.
- Professional demeanor and a guest-first mindset.
- Other duties as assigned.
Physical Requirements & Working Conditions
- Ability to stand for extended periods during shifts and maintain alertness throughout.
- Frequent walking, bending, reaching, and occasional lifting of up to 25 pounds.
- Capacity to sit or move around the front desk workstation as needed.
- Ability to operate phones, computers, and other front desk equipment for extended periods.
- Work in a high-paced environment with variable noise levels and guest activity.
- Flexible schedule required, including evenings, weekends, and holidays.
- Maintain composure and stamina during high-volume periods, including check-in/out peaks.
Requirements: