Front Desk Agent

Join Alma San Juan, Autograph Collection, a boutique hotel in the heart of Old San Juan and part of Marriott International’s Autograph Collection. We are passionate about creating exceptional guest experiences while fostering a culture of respect, growth, and excellence for every member of our team.

We are seeking a professional, friendly, and detail-oriented Front Desk Agent to join our team. The ideal candidate will provide exceptional customer service and act as the first point of contact for guests at our hotel. The Front Desk Agent will be responsible for checking guests in and out, answering inquiries, handling reservations, and ensuring guests have a comfortable and enjoyable stay. This is a customer-facing role, and we are looking for someone with excellent communication skills, a positive attitude, and a strong focus on guest satisfaction.

Key Responsibilities:

•Guest Check-In and Check-Out: Greet guests warmly and assist them with the check-in/check-out process. Ensure all necessary information is collected and accurately entered into the hotel’s reservation system (Opera PMS).

•Reservations and Room Assignments: Manage reservations by phone, email, and in person. Ensure accurate room assignments based on guest preferences and availability. Communicate with housekeeping and maintenance departments to coordinate room readiness.

•Guest Inquiries and Requests: Provide information about hotel services, local attractions, and directions. Address guest inquiries and resolve any concerns promptly and professionally to ensure a positive guest experience.

•Guest Complaints and Problem Resolution: Handle guest complaints and issues with empathy and professionalism, ensuring that resolutions are quick and satisfactory. Escalate unresolved issues to a supervisor or manager.

•Billing and Payments: Process guest payments, including cash, credit, and debit card transactions. Ensure accurate billing and issue receipts as necessary. Handle cash floats and ensure proper handling of payment transactions.

•Maintaining the Front Desk Area: Keep the front desk area neat, organized, and well-stocked with necessary materials, such as brochures, keys, and guest information. Ensure a welcoming and clean environment for guests.

•Safety and Security: Monitor guest safety and hotel security protocols. Ensure that only authorized individuals are allowed into the hotel or guest areas and report any suspicious activities.

•Communication with Other Departments: Communicate effectively with other hotel departments (housekeeping, maintenance, etc.) to ensure seamless guest services and efficient operations.

•Administrative Support: Perform basic administrative tasks such as filing, data entry, and managing guest feedback. Assist with processing special requests, group bookings, and VIP guests.

•Upselling Hotel Services: Promote additional services such as spa treatments, dining options, and event bookings to enhance guest satisfaction and drive hotel revenue.

Qualifications:

•Education: High school diploma or equivalent. Additional education or training in hospitality or customer service is a plus.

•Experience: Previous experience in a customer-facing role, preferably in the hospitality industry. Experience with hotel management systems.

•Previous experience using Opera PMS is required.

Skills: