Job Description
Welcome to The Grand Metropolitan Hotel, where we redefine luxury and hospitality in the heart of New York City. We are currently seeking a dynamic and professional Front Desk Agent to join our elite team. If you have a passion for creating memorable guest experiences and thrive in a fast-paced environment, we want to meet you.
In this role, you will be the face of our brand, ensuring every guest feels welcomed, valued, and attended to with the utmost care. We offer a competitive salary, comprehensive benefits, and a supportive work culture that prioritizes employee growth and satisfaction.
Responsibilities
- Greet and Welcome: Provide a warm, friendly, and professional welcome to all guests upon arrival and departure.
- Reservations Management: Process check-ins, check-outs, and reservations efficiently using our Property Management System (PMS).
- Guest Relations: Handle inquiries, requests, and complaints with empathy and professionalism to ensure high guest satisfaction scores.
- Concierge Services: Offer local recommendations, arrange transportation, and assist with daily amenities.
- Revenue Management: Upsell room types and additional services (dining, spa) to maximize revenue opportunities.
- Housekeeping Coordination: Communicate maintenance issues and room status updates to the housekeeping team promptly.
- Security & Compliance: Adhere to all safety protocols, check IDs, and maintain a secure environment for guests.
Qualifications
- Experience: Minimum of 1-2 years of experience in a luxury hotel front desk or customer service role is preferred.
- Communication: Excellent verbal and written communication skills in English; bilingual skills are a plus.
- Technical Proficiency: Comfortable using computer systems (POS, PMS) and navigating various software applications.
- Professionalism: A polished appearance and a professional demeanor at all times.
- Problem Solving: Ability to think on your feet and resolve issues calmly under pressure.
- Availability: Flexibility to work various shifts, including weekends and holidays.