SLS Hotels
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FT Front Desk Agent
role at
SLS Hotels
Job Purpose Under the general guidance of the Front Office Manager, perform all duties connected with arriving and in‑house guests, ensure that all our regular and VIP guests receive high quality, personalized service, an engaging, dynamic guest experience, and maintain our guest recognition program.
Duties & Functions
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 guests receive the appropriate service, attention, and follow up.
Differentiate between guest types and handle them in the appropriate manner: 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.
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 procedures 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 to maximize rates.
Ensure work areas are cleaned and maintained at all times.
Perform any other reasonable duties as assigned by the supervisor or manager.
Perform routine lateral service tasks as required by the team.
Additional Responsibilities
Communicate effectively, both verbally and in writing, to provide clear direction to venue teams.
Use 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 or heavy restaurant activity; serve as a role model for the team and other employees; interact with other department personnel as needed.
Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
Operational Policy Compliance
Health and Safety
Food Hygiene
Maintenance
Emergency Procedures
Liquor Licensing
Supportive Functions
Attend mandatory meetings, including divisional meetings and staff meetings.
Participate in community events and meet corporate social responsibility goals.
Use Microsoft Office (Word, Excel, Outlook, PowerPoint), Micros, ADP, Open Table, and any departmental‑specific systems.
Keep the work area clean and organized.
Ensure confidential documents are kept in a secured area; dispose of them by shredding or pulverizing.
Complete other duties as assigned by the Department Head.
Demonstrate positive leadership characteristics, inspiring team members.
Ensure compliance with the company’s policies and procedures.
Other Duties
Assimilate into the company’s culture and support all company elements.
Demonstrate working knowledge of the service standards.
Maintain regular attendance in conformance with standards, which may be established by the company from time to time.
Work varying schedules to reflect the business needs of the property.
Use personal protective equipment when required.
Lift and carry heavy packages as required; must be able to safely lift a minimum of 50 lbs. without assistance.
Maintain a neat, clean, and well‑groomed appearance.
Use additional language ability as preferred.
Qualifications
Bachelor’s Degree preferred; High School Diploma or equivalent required.
One to two years in a public contact position, preferably in an upscale or lifestyle brand hotel.
Ability to work overnight shifts.
Intermediate to proficient understanding of computer systems such as Opera, Go Concierge, HotSOS, Microsoft Word, Excel, Outlook.
Effectively enter and locate work‑related information using computers and point‑of‑sale systems.
Spend extended lengths of time viewing a computer screen.
Possess a gracious, friendly, and fun demeanor.
Multi‑task in a fast‑paced environment and maintain high attention to detail.
Build positive working relationships with other employees and departments.
Work independently and partner with others to promote teamwork.
Stand or walk a minimum eight‑hour shift.
Respond swiftly to various situations while multitasking and handling stressful circumstances.
Twist, tow, reach, bend, climb, and carry objects as necessary.
Have excellent communication skills and be able to read, write, speak, and understand English.
Work inside and outside at all times of the year as needed based on business volumes.
All your information will be kept confidential according to EEO guidelines.
#J-18808-Ljbffr
FT Front Desk Agent
role at
SLS Hotels
Job Purpose Under the general guidance of the Front Office Manager, perform all duties connected with arriving and in‑house guests, ensure that all our regular and VIP guests receive high quality, personalized service, an engaging, dynamic guest experience, and maintain our guest recognition program.
Duties & Functions
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 guests receive the appropriate service, attention, and follow up.
Differentiate between guest types and handle them in the appropriate manner: 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.
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 procedures 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 to maximize rates.
Ensure work areas are cleaned and maintained at all times.
Perform any other reasonable duties as assigned by the supervisor or manager.
Perform routine lateral service tasks as required by the team.
Additional Responsibilities
Communicate effectively, both verbally and in writing, to provide clear direction to venue teams.
Use 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 or heavy restaurant activity; serve as a role model for the team and other employees; interact with other department personnel as needed.
Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
Operational Policy Compliance
Health and Safety
Food Hygiene
Maintenance
Emergency Procedures
Liquor Licensing
Supportive Functions
Attend mandatory meetings, including divisional meetings and staff meetings.
Participate in community events and meet corporate social responsibility goals.
Use Microsoft Office (Word, Excel, Outlook, PowerPoint), Micros, ADP, Open Table, and any departmental‑specific systems.
Keep the work area clean and organized.
Ensure confidential documents are kept in a secured area; dispose of them by shredding or pulverizing.
Complete other duties as assigned by the Department Head.
Demonstrate positive leadership characteristics, inspiring team members.
Ensure compliance with the company’s policies and procedures.
Other Duties
Assimilate into the company’s culture and support all company elements.
Demonstrate working knowledge of the service standards.
Maintain regular attendance in conformance with standards, which may be established by the company from time to time.
Work varying schedules to reflect the business needs of the property.
Use personal protective equipment when required.
Lift and carry heavy packages as required; must be able to safely lift a minimum of 50 lbs. without assistance.
Maintain a neat, clean, and well‑groomed appearance.
Use additional language ability as preferred.
Qualifications
Bachelor’s Degree preferred; High School Diploma or equivalent required.
One to two years in a public contact position, preferably in an upscale or lifestyle brand hotel.
Ability to work overnight shifts.
Intermediate to proficient understanding of computer systems such as Opera, Go Concierge, HotSOS, Microsoft Word, Excel, Outlook.
Effectively enter and locate work‑related information using computers and point‑of‑sale systems.
Spend extended lengths of time viewing a computer screen.
Possess a gracious, friendly, and fun demeanor.
Multi‑task in a fast‑paced environment and maintain high attention to detail.
Build positive working relationships with other employees and departments.
Work independently and partner with others to promote teamwork.
Stand or walk a minimum eight‑hour shift.
Respond swiftly to various situations while multitasking and handling stressful circumstances.
Twist, tow, reach, bend, climb, and carry objects as necessary.
Have excellent communication skills and be able to read, write, speak, and understand English.
Work inside and outside at all times of the year as needed based on business volumes.
All your information will be kept confidential according to EEO guidelines.
#J-18808-Ljbffr