Job Summary:
A Front Desk Agent at Waldorf Astoria Hotels and Resorts provides exceptional reception services for guests, ensuring a seamless experience from check-in to check-out and conducting necessary audits.

Responsibilities:

• Greet and welcome guests with a warm and professional demeanor upon arrival.
• Handle check-in and check-out procedures efficiently, ensuring a smooth reception experience for all guests.
• Address guest inquiries, concerns, and requests in a timely and effective manner to achieve positive outcomes.
• Maintain clear communication with the Front Office Manager and Reception Supervisors regarding guest feedback and departmental needs.
• Demonstrate high levels of customer service and hospitality at all times.
• Assist with training and development efforts for new team members and participate in ongoing training programs.
• Maintain comprehensive knowledge of hotel room categories, rates, packages, promotions, and amenities.
• Utilize up-selling techniques to maximize room occupancy and promote hotel services and facilities.
• Process transactions accurately, adhering to hotel policies regarding foreign currencies, credit cards, and cash handling.
• Ensure compliance with hotel security and fire regulations, as well as health and safety standards.
• Operate front-of-house equipment and property management systems according to established protocols.
• Collaborate with other departments to ensure a cohesive guest experience and support operational needs.
• Conduct audits and prepare reports as required, ensuring accuracy in guest accounts and transactions.
• Handle guest complaints and resolve issues effectively, ensuring guest satisfaction.
• Participate in special projects or initiatives as directed by management.

Requirements:

• Previous experience in a front desk or customer service role, preferably within the hospitality industry.
• Strong communication and interpersonal skills to effectively interact with guests and team members.
• Proficiency in computer systems and software, particularly property management systems.
• Ability to multitask and work efficiently in a fast-paced environment.
• Detail-oriented with strong organizational skills to manage guest requests and administrative tasks.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• A commitment to delivering a high level of customer service and maintaining professional standards.

Level of Education:

• High school diploma or equivalent is required; additional education in hospitality management is a plus.

Work Hours:

• Full-time, with flexibility to work varying shifts, including evenings, weekends, and holidays.

Experience in Months:

• Minimum of 6 months of relevant experience in hospitality or customer service roles.