Rooms Front of House Employee (Front Office)

Job Summary:

The Rooms Front of House Employee serves as the first point of contact for guests, delivering a seamless and personalized arrival and departure experience. This position covers the responsibilities of front desk agent, concierge and PBX agent. Ensure efficient front desk operations while upholding the highest standards of hospitality, communication, and guest satisfaction. 

Job Duties and Functions:

• Review all arrivals daily, noting special requests and blocking rooms accordingly to meet guest needs. 

• Confidently and professionally check in and check out hotel guests, ensuring a warm and efficient experience. 

• Answer all telephone calls promptly, accurately, and courteously, providing complete and reliable information at all times. 

• Complete all tasks outlined in the designated (AM, PM, Overnight) checklist by the end of each shift to maintain operational consistency. 

• Pre-assign hotel rooms for VIPs, repeat guests, special packages, and requests, ensuring optimal guest satisfaction and room utilization. 

• Follow established key control policies to ensure guest and property security. 

• Ensure all credit and payment procedures are strictly followed, in accordance with the hotel’s credit policy. 

• Submit any lost and found items promptly along with a fully completed lost and found report. 

• Open, secure, and balance the shift bank daily. This includes counting and verifying all cash, checks, and credit card transactions handled during the shift. 

• Monitor the daily credit limit report and take appropriate follow-up actions. 

• Track room availability throughout the day and communicate updates with the team as needed. 

• Review the hotel’s daily selling status using the yield management system and support rate optimization strategies. 

• Attend monthly departmental meetings and actively participate in discussions and updates. 

• Maintain open communication with key departments including Reservations, Sales, Housekeeping, Bell Services, and Valet via telephone or radio. 

• Stay informed about local tourism and recreational offerings throughout the island. Assist guests with recommendations and reservations when needed. 

• Performs other duties and attends meetings, as assigned by hotel/department leadership

Education and Experience:

• 1 year experience in a similar role at luxury/ lifestyle hotel.  

• High school diploma or general education degree (GED) required. 

• Prior experience and strong understanding of Opera is mandatory.  

• Must be able to stand for prolonged periods of time during shift 

• Must have strong proficiencies in Microsoft Office and Outlook 

• Familiar with hotel systems and operations, and the ability to enter in information accurately. 

• Work well under pressure, dealing with many arrivals and departures within a short period of time.  

• Demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers. 

• Must be able to work with and understand financial information and data, and basic arithmetic functions 

• Skillful in verbal and written communication, with phenomenal customer service and attention to detail. 

• Ability to lift 30 pounds 

• Flexible schedule, able to work evenings, weekends and holidays.