Senior Front Office Agent

Key Responsibilities:

• Serve as a welcoming presence at the front desk, greeting guests with warmth and professionalism. 
• Build rapport with guests, fostering positive relationships and ensuring their satisfaction. 
• Act as a point of contact for guest inquiries and complaints, utilizing strong communication and problem-solving skills to resolve issues to the guest's satisfaction. 
• Provide guidance and support to Front Office Agents, leading by example in delivering outstanding customer service. 
• Solicit feedback from guests to continuously improve our services and offerings. 
• Effectively perform day-to-day administrative tasks, including check-ins/check-outs, managing reservations, and maintaining accurate guest records.
• Ensure that all front desk procedures are followed diligently and efficiently.

Skills & Experience:

• Excellent verbal and written communication skills, with the ability to interact professionally and effectively with guests and team members.
• Ability to handle challenging situations with grace and tact, finding creative solutions to meet guests' needs and resolve issues.
• A collaborative mindset and the ability to work effectively as part of a diverse team. Willingness to support colleagues and contribute to a positive work environment.
• Confident with handling administrative tasks and proficient with Google docs and Microsoft Office tools 
• Experience in customer service roles preferred