Front Desk Agent

Join to apply for the Front Desk Agent role at Hyde Hotels
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From our dazzling location in the heart of Miami, we offer both our staff and our guests a hip, cutting‑edge experience in the world of hotels as theatre. We have an exciting job opportunity to join our Front Desk team as a Front Desk Agent at Hyde Midtown, Miami.

Under the general guidance of the Front Office Manager, perform all duties connected with arriving and in‑house guests, ensuring that all our regular and VIP guests receive high‑quality, personalised service, an engaging, dynamic guest experience and maintain our guest recognition programme.

• Actively welcome, greet, and check guests in.
• Inform guests with a savvy knowledge of the hotel, its services, the city, and local ‘happenings’.
• Ensure all requests are dealt with accurately and that they receive the appropriate service, attention, and follow‑up.
• Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservations, walk‑ins, VIP guests, groups, etc.
• Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries.
• Deal with all guest requests, accidents, and/or thefts promptly, no later than within a 20 minute response time, and record all matters in HotSOS or the hotel‑specific recording process.
• Update and maintain the reception handover book, and pass on all guest feedback to the Manager on duty so appropriate action may be taken.
• Ensure guest privacy and security; any confidential guest information is not disclosed and processes are aligned with the company confidentiality standards.
• Ensure the correct procedure and policy standards are adhered to.
• Ensure all necessary supplies are available for the front desk, manage par stock, and order supplies.
• Complete the appropriate reports and audits during the overnight shift.
• Comply with hotel credit policy as it relates to cash payments, credit card payments, account to company, voucher payments, third‑party payments, international currency, etc.
• Encourage up‑selling in order to maximise rates.
• Ensure work areas are cleaned and maintained at all times.
• Any other reasonable duties as assigned by the supervisor or manager.
• We recognise we are in the hospitality industry and that may require us to provide lateral service; we will on occasion call on each individual in the team to perform various related tasks as needed in the spirit of providing exceptional service.

• Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
• Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions, and provide accurate information.
• Remain calm and alert, especially during emergencies and/or heavy restaurant activity, serving as a role model for the team and other employees. Interact with other department personnel and venue staff as needed.
• Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.

• Health and Safety
• Food Hygiene
• Maintenance
• Emergency Procedures
• Liquor Licensing

• Attend mandatory meetings including divisional meetings, staff meetings, etc.
• Participate in community events and ensure corporate social responsibility goals of the company are met.
• Utilise traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table, and any departmental‑specific systems used.
• Keep the work area clean and organized.
• Ensure confidential documents are kept in a secured area.
• When disposing of confidential documents that contain any personally identifiable information, they must be shredded or pulverised.
• Complete other duties as assigned by the Department Head.
• Demonstrate positive leadership characteristics, which inspire team members to meet and exceed standards.
• Ensure compliance with the company’s policies and procedures.

Assimilate…