Guest Experience Ambassador (PBX)

Job Description

Job Description

Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting-- U.S. Presidents, European Royalty, and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.

Your job requires providing management and related services consistent with your position for The Colony Palm Beach in Palm Beach, Florida, for The Hedges Inn in East Hampton, New York, and for any and all future projects in which the Wetenhall family engages during your employment, as needed. Please note that your job responsibilities are not limited to those contained in your written job description, and may encompass additional tasks or responsibilities consistent with your position. Your current compensation package encompasses and accounts for all such job responsibilities at all locations.

For more information visit http://thecolonypalmbeach.com

The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place.

Job Overview:

The Front Desk Agent is responsible for providing a warm welcome and efficient service to guests throughout the check-in and check-out process. This role manages reservations, handles guest requests, maintains accurate records, communicates pre-arrival information, and ensures a seamless guest experience. The Front Desk Agent serves as a central point of contact for guests, coordinating with multiple departments to uphold the highest standards of hospitality.

Essential Job Functions:

• Welcome guests upon arrival and ensure smooth check-in and check-out processes.
• Manage online, phone, and in-person reservations and maintain accurate booking and payment records.
• Verify guest information, payment methods, and identification.
• Liaise with housekeeping to ensure rooms are ready and meet guest expectations.
• Provide information on hotel features, services, rates, promotions, and local attractions.
• Handle guest requests promptly and courteously, ensuring follow-up and satisfaction.
• Upsell room types, facilities, and services when appropriate.
• Maintain cash bank accuracy and security of assigned keys.
• Communicate effectively with other departments to coordinate guest needs.
• Accurately record and relay guest messages, requests, and complaints using established logs.
• Maintain cleanliness and organization of the Front Desk and lobby areas.
• Participate in shift handovers and provide accurate updates on guest or departmental matters.
• Follow safety, security, and emergency procedures at all times.

Secondary Functions

• Provide support and collaboration to Front Office, Housekeeping, Food & Beverage, Engineering, Accounting, Security, Sales, and Executive Office teams as needed.

Key Relationships

Internal:
Front Office Staff, Housekeeping, Food & Beverage, Engineering, Accounting, Security, Sales, and Executive Office personnel.

External:
Guests, visitors, service company personnel, and vendors.

Qualifications

Requirements represent the minimum levels of knowledge, skills, and abilities required to perform this job successfully. Individuals must be able to perform each essential duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.

• Strong data entry and computer literacy.
• Ability to remain calm, courteous, and focused under pressure.
• Effective communication and problem-solving skills.
• Strong organizational and prioritization abilities.
• Attention to detail and confidentiality regarding guest and hotel information.
• Security awareness in handling guest room access and sensitive data.
• Ability to work independently and as part of a team.
• Physical ability to remain stationary for extended periods and assist with light lifting or guest requests.
• Professional demeanor and teamwork orientation.
• Complete all required training and certifications.
• Perform other duties as assigned by management.

Education/Experience Requirements:

Essential:

• High school diploma or equivalent.
• Minimum one year of experience in a similar role within a luxury hospitality environment.
• Proficiency with computers and hotel PMS systems.
• Excellent English communication skills with proper grammar and legible writing.
• Ability to perform basic mathematical calculations.

Desirable:

• College education or vocational training in hospitality.
• Previous Front Desk experience in a luxury market.
• Knowledge of local attractions, services, and vendors.
• Guest relations or customer service training certification.
• Alcohol awareness certification.