PT Front Desk Agent

PT Front Desk Agent at Hyde Hotels

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 theater. We have an exciting job opportunity to join our Front Desk team as a PT Front Desk Agent at Hyde Midtown, Miami. Join the ENNISMORE family today!

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

• Actively welcome, greet and check guests in.
• Inform guests with savvy knowledge of hotel, its services, the city, and local ‘happenings.’
• Ensure all requests are dealt with accurately and that guests receive the appropriate service, attention and follow up.
• Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservation, 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.
• 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 hotel specific recording process.
• Update and maintain the reception hand‑over book, and pass on all guest feedback to the Manager on duty so that appropriate action may be taken.
• Ensure guest privacy and security, ensuring that any confidential guest information is not disclosed and processes are aligned with Ennismore 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.
• Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payment; third‑party payment, international currency, etc.
• Encourage up‑selling in order to maximize rates.
• Ensure work areas are cleaned and maintained at all times.

• 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 emergency situations and/or heavy hotel/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.
• Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table and any departmental specific systems used.
• Keep work area clean and organized.
• Ensure confidential documents are kept in a secured area.
• When disposing confidential documents that contain any personally identifiable information, they must be shredded or pulverized.
• 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 into the company’s culture through understanding, supporting and participating in all the company elements. Demonstrate working knowledge of the service standards. Regular attendance in conformance with the standards, which may be established by the company from time to time, is essential to the successful performance of this position. Due to the cyclical nature of the hospitality industry, employees may be…