Mokara - Front Desk Agent

Front Desk Agent Overview: This team member will be responsible for providing an exceptional luxury arrival and departure experience consistent with Forbes Four-Star service standards, while serving as an ambassador throughout each guest’s stay. Front Desk Agents make the first impression upon our guests by extending a warm welcome, providing information about the resort and local area, and offering our full range of upscale resort amenities and services. As a Forbes Four-Star luxury hotel, Mokara Hotel & Spa is committed to delivering exceptional, personalized service experiences. Front Desk Agents are expected to uphold Forbes service standards by demonstrating professionalism, attention to detail, anticipatory guest service, and a passion for creating memorable guest experiences. Front Desk Agents are also responsible for settling guest accounts upon check-out, resolving guest issues, and completing special requests. They work closely with all hotel departments, especially our Concierge, Bell-Door, and Ideal Services teams. Responsibilities: Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures. Deliver personalized and anticipatory service in alignment with Forbes Four-Star standards. Empathetically listen to guest inquiries and provide appropriate responses. Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.). Block rooms in the computer and follow through on designated requirements. Pre-register designated guests and prepare key packets. Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery). Maintain confidentiality of all guests and hotel information. Employ attention to detail in order to ensure security of guest room access. Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges, and adjustments. Maintain guest history files on all guests. Accommodate room changes expediently. Document all guest requests, complaints, or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction. Handle guest concerns with urgency, empathy, and professionalism while ensuring complete resolution. Recognize and respond to guest preferences to create memorable luxury experiences. Maintain a polished and professional appearance and demeanor at all times. Issue safe deposit boxes to guests and ensure security of key. Monitor, send, and distribute guest faxes. Generate, print, and distribute daily and weekly reports. Resolve discrepancies on the room status report with Housekeeping. Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, décor, appointments and locations, room rates, special packages, and promotions. Qualifications: Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and co-workers, both in person and by telephone. Ability to accurately and efficiently input information into computer systems. Ability to work cohesively with co-workers both within and outside of your department. Ability to compute accurate mathematical calculations. Ability to think clearly, quickly, and make concise decisions. Ability to prioritize, organize, and follow up. Ability to work well under pressure, dealing with many arrivals and departures within a short period of time. Ability to stand for entire shift. Previous customer service experience required. Previous hotel front desk experience is strongly preferred. Luxury hotel or Forbes-rated property experience preferred. Previous cashiering experience is preferred. Fluency in a foreign language is preferred. Previous guest relations training is preferred. Strong interpersonal skills with a passion for luxury hospitality and elevated guest service. Professional appearance and polished communication skills required. Ability to maintain composure and provide exceptional service in a fast-paced luxury environment.