Front Desk Agent

As a Front Desk Agent, you are the face of Banana Bay-welcoming guests, handling check-in/out, answering questions, and resolving issues with warmth and efficiency. You'll ensure accurate billing, maintain key and cash controls, and deliver a smooth, memorable arrival-to-departure experience.

Key Responsibilities

• Guest Service: Greet every guest with genuine hospitality; manage check-in/out, room assignments, and special requests/VIPs.

• Accuracy & Controls: Verify payment/ID, process authorizations, maintain folio accuracy, and follow cash-handling, PCI, and key-control procedures.

• Communication: Answer phones and messages promptly; coordinate with Housekeeping and Engineering for room readiness and service recovery.

• Problem Solving: Resolve concerns quickly and professionally; escalate when needed; document incidents and follow up.

• Upselling & Revenue: Recommend upgrades and amenities; promote property offerings and local experiences.

• Technology: Operate PMS/POS/payment terminals and other front office systems; complete end-of-shift reports.

• Standards & Safety: Uphold brand/service standards, privacy, ADA, and safety policies; maintain a clean, welcoming lobby and work area.

• Team Support: Assist Night Audit/other departments as needed; complete daily side work and checklists.

Benefits We Offer:

• Competitive Salary: A comprehensive and competitive compensation package.
• Performance Bonuses: Based on company and individual performance.
• Health Benefits: Full medical, dental, and vision coverage.
• Retirement Savings: 401(k) plan with company match to help secure your financial future.
• Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to promote work-life balance.
• Professional Development: Opportunities for career advancement, mentorship, and ongoing learning.
• Employee Discounts: Discounts on hotel stays and services across PHM properties.
• Wellness Programs: Access to health and wellness initiatives to support a balanced lifestyle.
• Flexible Work Environment: Options for flexible scheduling and work arrangements to promote work-life balance.

Performance Hospitality Management (PHM) is an Equal Opportunity Employer (EEO):

PHM is committed to diversity, equity, and inclusion in the workplace. We provide equal employment opportunities to all qualified individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or age. We embrace diversity and are committed to creating an inclusive environment for all employees.

• Prior front desk, customer service, or hospitality experience preferred.

• Comfortable with computers and POS/PMS systems (Opera/Cloud PMS experience a plus).

• Excellent communication, professionalism, and conflict-resolution skills; reliable and detail-oriented.

• Able to work a flexible schedule (days, evenings, weekends, holidays).

• Bilingual (e.g., Spanish/English) a plus.

• Must meet property's background and authorization requirements.

Physical Requirements

• Stand/walk for extended periods; frequent keyboard use and phone work.

• Lift/push/pull up to 25 lbs; bend, reach, and handle luggage occasionally.