Front Desk Agent

Are you passionate about providing exceptional customer experiences in a luxury setting? Firmdale Hotels invites you to become a key player in our highly successful team at the Warren Street Hotel where elegance meets outstanding service.

Firmdale Hotels is a collection of award-winning, luxury boutique hotels and restaurants, renowned for their unique design and exceptional service. Each property offers a distinctively stylish experience, reflecting our commitment to excellence and innovation in hospitality.

The Front Desk Agent consistently exceeds guest expectations by greeting, receiving, welcoming, registering, responding to guest inquiries, maintaining accounts, checking out, and handling cash and credit cards.

• →Warmly greet all guests and patrons upon entering and departing the hotel
• →Consistently extend the highest level of hospitality to all guests and customers while welcoming them and checking them in efficiently
• →Allocate accommodations correctly, with special attention to VIP clients, retrieving and utilizing all relevant guest information
• →Maintain strict confidentiality of all hotel guest information and records
• →Offer all guests assistance with luggage to their rooms politely and efficiently
• →Carry out a daily in-house guest reservation and correspondence audit
• →Maintain efficiency and friendliness during the entire checkout
• →Work to resolve any guest complaints or queries following Firmdale standards
• →Apply all hotel credit procedures discreetly and tactfully
• →Maintain a high level of communication and response to the Assistant Front Office Manager (AFOM) and the Front Office Manager (FOM) and between the front of house and all other departments within the hotel
• →Complete all filing according to hotel standards
• →Accurately record all reservations taken at the Front Desk accurately
• →Follow all handover procedures at the end of every shift
• →Make certain all charges are posted and the correct amount is billed to guests and function accounts
• →Count assigned bank at the start and end of every shift and rectify any problems
• →Adhere to requirements and maintain the security of cash, property and valuables located within the reception area
• →Ensure all accounts balance with credit card machines and allowances are accounted with the correct backup
• →Transfer accounts to sales recording accurate information and including by the correct documentation
• →Always understand and adhere to the hotel security policy
• →Have a thorough knowledge of the hotel and the company
• →Maintain a clean and organized workplace
• →Promote other Firmdale hotels and restaurants
• →Consistently demonstrate Firmdale Core Values, Attention to Detail, Enthusiasm, Passion, Relationships and Resilience
• →Carry out any other reasonable duty to assist in the smooth running of the Property

• Be able to stand for a complete 8-hour shift, 5 days a week
• Ability to read, review, enter, and retrieve information from computer and hard copies including internal documents, guest identification documents, and internal memos
• Able to use a computer keyboard and mouse and telephone system. 
• Ability to communicate both written and verbal and use systems to document activities
• Available to work a flexible schedule that can include days, evenings, nights, weekends, and holidays