Responsibilities
- Greet every guest with warmth, professionalism, and genuine hospitality, adhering to LQA luxury service standards.
- Provide seamless check-in and check-out experiences while proactively anticipating guest needs.
- Identify returning and VIP guests, personalizing interactions whenever feasible.
- Respond promptly and professionally to guest requests, inquiries, and concerns, ensuring timely resolution and follow-up.
- Promote hotel services, restaurants, amenities, events, and local attractions to enhance the guest experience.
- Handle guest feedback and service recovery with empathy, professionalism, and ownership.
- Process arrivals, departures, room changes, extensions, and billing accurately using Opera Cloud PMS.
- Verify reservations, payment methods, identification, and guest profiles.
- Maintain accurate guest records and ensure all information is updated in Opera Cloud.
- Balance cash, credit card transactions, and daily reports according to hotel procedures.
- Coordinate effectively with Housekeeping, Engineering, Concierge, Security, and Food & Beverage to ensure smooth operations.
- Maintain complete knowledge of room categories, rates, packages, promotions, and hotel policies.
- Follow all safety, security, confidentiality, and emergency procedures.
- Consistently comply with Mondrian brand standards and LQA requirements.
- Maintain a professional appearance and uphold luxury hospitality etiquette.
- Ensure the Front Desk area remains organized, clean, and welcoming at all times.
- Participate in departmental meetings, training sessions, and continuous improvement initiatives.
- Support colleagues and contribute to a positive and collaborative work environment.
Work Arrangement
On-site
Other
- Language requirements: Fluent English and Spanish (spoken and written)
- Availability to work rotating shifts, weekends, and holidays
