Front Desk Agent
The Colony HotelSince 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.
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.
QUALIFICATIONS:
- 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.