Front Desk Agent Overnight
Star Trac - Aventura, FL

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The Front Desk Overnight Agent is responsible for a professional, yet personal and efficient check-in and check-out for each guest of the resort. Process all payments and roll the end of day according to established resort requirements. Provide information to any guest or visitor inquiries in person or via the telephone. In addition, he/she is expected to complete the overnight checklists and practice aggressive hospitality and courtesy at all times.

• Responsible for providing prompt yet personal service at times of check-in & check-out
• Approach all encounters with guests, employees and members in a professional and personalized manner
• Maintain regular attendance in compliance with Turnberry Isle Standards, as required by scheduling, which will vary according to the needs of the resort
• Must have a professional image and personality exuding confidence and leadership skills whilst encouraging safe and efficient resort operations
• Help management apply the credit policy and guest billing policy
• Actively participates in daily briefings and meetings
• Expected to conduct oneself in a discrete manner in all guest areas
• Ensures that the safety & confidentiality of all matters pertaining to guests and members are met in accordance with resort standards
• Know all resort emergency procedures
• Identify and solicit potential new FPC members
• Understand and communicate promotions and enhancements effectively with Service Professionals and guests
• Build rapport with VIP’s, FPC members, distinguished visitors; escort guests to rooms, make welfare calls, encourage feedback throughout their stay
• Offer to handle special arrangements during guest stay; coordinate future visits
• Maintain database of guest preferences, habits, special dates
• Actively participate in training and continuing education related to the Front Desk
• Complete projects in a timely manner as required by the Front Desk Overnight Manager and Front Office Manager
• Be able to participate proficiently in functions outside one’s department when called upon

Required Experience:
• Front Desk experience a plus, but not required
• Must be able to work independently in a potentially unsupervised environment.
• High School Diploma or equivalent required
• Proficiency in English (verbal & written), multi lingual is a plus
• Must be flexible in terms of working hours and schedules
• Must possess outstanding guest services skills, professional presentation and sophisticated communication skills
• Must be able to handle a multitude of tasks in an intense, ever-changing environment
• Must be able to endure physically long periods of standing; Light work of exerting up to 20lbs. of force occasionally, and/or 10lbs. of force constantly to lift, carry, push, pull, or otherwise move objects
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by guests and members
• Must be able to work with and understand financial information and advanced arithmetic functions

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