sbe Corporate

SLS Brickell Hotel & Residences/Front Desk Agent

Req No.
Customer Service/Support
Job Requirements


SLS_Brick (VertCrest)

The Front Office Agent is responsible for providing attentive, welcoming, friendly and efficient service to all guests during check in, throughout their stay, and at check out, while ensuring guest satisfaction with all services. Additionally, the Front Office Agent is responsible for ensuring attentive, welcoming, friendly and efficient communication on the telephone, while answering calls from internal and external guests, dispatching guest requests to various departments and following up to ensure completion.


  • Completes VIP registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Ensures guest knows location of room, and arranges for associate to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
  • Work with Leader to ensure rooms and services are correctly accounted for within guest statement. Properly accounts for complimentary services provided by the resort for the guest.
  • Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates.
  • Greets guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listen to understand requests, responds with appropriate action and provides accurate information such on outlet hours, special VIP programs, events, etc.
  • Receives special requests from guests, and forwards requests to appropriate associates for decisions and actions.
  • Promptly answers the telephone and web inquiries. Inputs messages into the computer and communicates special guest needs to the team. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items as requested.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy resort activity. Plans and implements detailed steps by using experienced judgment and discretion.
  • Greet and welcome all guest approaching the Front Desk in accordance with hotel standards

  • Obtain all necessary information when taking room reservations and follow the rate-quoting scenario

  • Follow proper procedures to all VIP and special guest request

  • Review Front Office log and trace file daily

  • Fully comprehend and operate all relevant aspects of all Front Office computer systems

  • Ensure logging and delivering of all message, packages, and mail in a timely and professional manner to guest and meeting rooms

  • Be aware of all rates, packages, and promotions currently underway as listed or indicated

  • Be familiar with all in-house groups

  • Be aware of all closed out and restricted dates

  • Follow all SBE credit and cash handling policies

  • Be able to complete a bucket check, room rate verification report, and Credit report

  • Maintain and market promotions and guest programs

  • Establish and maintain good communication and teamwork with fellow employees and other departments within the hotel

  • Balance and prepare individual paperwork for closing of shift according to hotel standards

  • Have knowledge of and assist in all emergency procedures as required

  • Handle checked in/out in a friendly, efficient and courteous manner

  • Be able to perform & complete that all tasks and duties on the shift checklist are completed in a timely and efficient manner

  • Be familiar with hospitality terminology

  • Run room status reports in a timely manner and relay necessary information to affected departments and individuals

  • Answer inquiries from guest regarding restaurants, transportation, entertainment, etc. within the property.

  • Other tasks as assigned by management.






High school graduate or equivalent required. Four year college degree preferred.



One to two years of prior guest service experience are preferred. Prior hospitality experience also preferred. Ability to speak multiple languages is desirable.



All associates must maintain a neat, clean and well-groomed appearance (specific standards available).



Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the resort.

Regular attendance in conformance with the standards, which may be established by SBE from time to time, is essential to the successful performance of this position.


Due to the industry that we are in a need will occur for each associate to provide “Lateral Service”. Our goal is to ensure that we are maximizing guest satisfaction and as a result there will be times when our team members in Operations will call upon us for support to ensure guest satisfaction.


When we are fortunate enough for this to occur, each team member will positively respond unless there is a chance that an opportunity resulting in dissatisfying a guest could occur. If this is the case the leader is to be notified and the level of support that is being requested will be obtained.




Frequency Key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 Hours; Constant – 6-8 hours



Physical Activity                                           Frequency

Sitting                                                                   Occasional

Walking, standing                                             Constant

Crouching/Bending/Stooping                        Occasional

Pushing/Pulling                                                Occasional

Stooping                                                              Constant

Lifting and carrying                                          Occasional up to 20 pounds.

Reaching                                                             Constant

Grasping                                                             Constant

Talking                                                                Constant

Hearing                                                               Constant

Near Vision                                                        Constant

Far Vision                                                           Constant

Smell                                                                   Rare

Travel                                                                  Rare


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