FRONT DESK AGENT

Alma San Juan is a 56 room luxury boutique hotel, with 2 restaurants and 1 café located in the heart of Old San Juan set to open soon.

At Alma San Juan we are looking for exceptional talents to join our growing Team. We are passionate about empowering our team members to reach their full potential and make a significant impact while advancing their career in a fun and supportive environment.

As a Front Desk Agent, you are the first point of contact for guests visiting our establishment. You will be responsible for providing exceptional customer service, managing reservations, and ensuring smooth check-in and check-out processes. Your friendly demeanor, attention to detail, and problem-solving skills will contribute to creating a positive experience for our guests.

Responsibilities:

• Guest Services:
• Welcome guests upon arrival with a warm and friendly greeting.
• Assist guests with check-in and check-out procedures efficiently and accurately.
• Respond to guest inquiries, provide information about hotel amenities, local attractions, and dining options.
• Handle guest requests, complaints, and concerns promptly and professionally, seeking to resolve issues to their satisfaction.
• Reservations and Room Assignments:
• Manage reservations through the property management system (PMS), including booking, modifying, and canceling reservations.
• Ensure accuracy of guest information, reservation details, and room assignments.
• Coordinate with housekeeping and maintenance staff to ensure timely room readiness and resolve any issues affecting room availability.
• Cash Handling and Billing:
• Process guest payments, including cash, credit/debit cards, and other forms of payment.
• Verify accuracy of charges, collect payments, and issue receipts.
• Handle billing inquiries and discrepancies, addressing them in a timely and professional manner.
• Safety and Security:
• Maintain security measures, including monitoring guest access to the hotel and enforcing hotel policies.
• Follow safety protocols and emergency procedures, including evacuations and medical emergencies.
• Report any suspicious activities or incidents to management and/or security personnel.
• Administrative Tasks:
• Maintain accurate records of guest interactions, reservations, and payments.
• Generate daily reports, including occupancy rates, arrivals, departures, and revenue.
• Complete administrative duties such as filing, copying, and data entry as needed.
• Communication and Team Collaboration:
• Communicate effectively with other hotel departments to coordinate guest services and resolve issues.
• Collaborate with housekeeping, maintenance, and management to ensure guest satisfaction and smooth operations.

Qualifications:

• Previous experience in hospitality, customer service, or a related field preferred.
• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Proficiency in computer systems and software, including property management systems (PMS) and Microsoft Office.
• Ability to remain calm and professional in stressful situations.
• Attention to detail and accuracy in handling guest information and transactions.
• Flexibility to work various shifts, including evenings, weekends, and holidays.