Role: Front Desk Agent
Reporting to: Guest Relations Manager
Role based: Vanderbilt, Newport, RI
Why This Job Exists:
The Front Desk Agent acts as an ambassador for the Vanderbilt by providing superior service to our guests. He/she ensures that all day to day department operations are well performed with regards to guests’ assistance with front office procedures, room reservations, dining and spa reservations, Soulful Journey amenities and experiences as well as any other Front Office service as required.
Key Duties and Responsibilities:
Welcome and greet Guests, ensuring a prompt and courteous service in always provided and is in line with the Auberge Resorts Collection quality and service standards
Act as an ambassador of the Vanderbilt by providing Guests any reservation, information, amenities, area attractions, spa and dining booking, as needed
Organize and maintain the Front Desk counter, ensuring that all materials and supplies are readily available and accessible to expedite smooth departmental out procedures
Prepare all necessary documents, such as registration cards, spa treatments and restaurant confirmations, as well as any other item that may support efficient and timely check in processes
Ensure that any Guest preferences (i.e. Bespoke Options and/or Experiences) are recorded on the Opera guest history page and are well introduced to the appropriate departments for follow up
Escort guests to the room when needed
Assist Guest during check in/out process in an effective and timely manner
Ensure correct billing arrangement is provided according to FO policies and procedures
Is familiar with all the Vanderbilt facilities so be able to address, assist and actively sell services to guests
Respond promptly and tactfully to eventual Guest complaints, always providing excellent services to maintain guest satisfaction
Make sure that any irregularities and discrepancies are recorded on the departmental log book and brought to the attention the Guest Relations Manager and/or MOD and/or General Manager
Ensure that an adequate amount of money, either coins or notes, is available during the shift so to accommodate cash transactions
Maintain excellent relationship within Front Office Department as well as other departments in the hotel
• Hospitality Certificate or Degree preferred
• Ideal candidate possess a minimum of 3 year experience in the luxury hospitality field
Functional Skills, Knowledge
• Superior professional appearance and manner
• able to multi-task in a fast-paced team.
• Attentive, friendly, courteous and service oriented.
• Honest and energetic work ethic.
How You Can Succeed in This Role:
Working at Auberg Resort Collection Hotels can offer an opportunity to build a life-long career where you can grow beyond your limits. Our people are:
Excellence - Strive to be the best. Find solutions to challenges in order to continually improve and deliver exceptional results.
Nurturing - Personal growth drives us. We reach higher by being collaborative and team-oriented.
Respectful - Treat others and the world around us as we would like to be treated.
Individual - Everyone has something to give. Value each person’s individuality and unique value.
Curious - Celebrate creativity and embrace new experiences.
Heartfelt - Warm and Present, we have a true heart for hospitality, creating joy and happiness.
This job description is intended to illustrate the main duties and responsibilities of the role. It is not intended to be exhaustive and please be advised that the duties and responsibilities may be added on a temporary or permanent basis as appropriate.
Department: Guest Services
This is a full time position