Save

Description

The Front Office Agent is the first friendly face a guest sees when they arrive and the last when they leave. The Front Office Agent is main point of contact for all guests. They are responsible for processing all guest check-ins, check-outs, room assignments, and room change/late check-out requests.

Job Summary

The Front Office Agent is responsible for processing all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Provide information and assistance to all guests and visitors.

Responsibilities

Maintain complete knowledge of hotel operations, scheduled daily activities, and room products.
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
Ascertain callers' needs through open-ended questions.
Describe room accommodations and all amenities.
Obtain all designated information to book a reservation.
Accommodate special requests and designate such in the system following hotel SOP’s.
Access guest history records to best service guests; maintain accurate information in guest history files.
The ability to exercise personal discipline and extra diligence to assure that projects are completed on a timely basis.
Resolve guest complaints, ensuring guest satisfaction.
Obtain assigned bank and ensure accuracy of contracted monies. Always keep the bank secure.
Communicate pertinent guest information to designated departments/personnel (i.e. special requests, amenity delivery).
Present folio to guest and resolve any disputed charges.
Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information.
Perform additional duties, as assigned.
Strong organizational, prioritization skills and ability to work well under pressure and meet deadlines.
Possess an eye for the smallest detail and maintain a keen sense of urgency.
Ability to think clearly, remain calm, and resolve problems using good judgment.

Physical Requirements

Must be able to bend, stoop, squat, and stretch to fulfill necessary tasks.
Must be able to lift, push, and pull up to 30lbs. on a regular and continuing basis
Must be able to stand and exert well-paced mobility for up to 8 hours in length

Qualifications

Education: High school or equivalent preferred.
Experience: 1 to 2 years in a similar position experience preferred.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Hawks Cay Resort

Hawks Cay Florida Keys Resort

Everyone vacations differently, and Hawks Cay Resort was designed with that in mind. Set across 60 tropical acres on Duck Key, our Florida Keys resort offers endless ways to create your perfect island escape. Whether you are planning a family vacation, romantic getaway, destination wedding, corporate retreat or milestone celebration, every stay is uniquely your own.

Choose from breezy guest rooms, spacious suites and private villas, making Hawks Cay one of the most versatile places to stay in the Florida Keys. Spend your days exploring the water from our transformed full-service marina, with fishing charters, snorkelling, diving, sunset cruises and sandbar excursions. Back on land, enjoy tennis and pickleball, treatments at Calm Waters Spa or quiet time beside the adults-only Oasis Cay pool and lawn.

Five distinctive restaurants offer something for every palate, while sparkling pools, a natural saltwater lagoon and a full calendar of activities keep kids, families and adults entertained. From relaxing weekends to longer Florida Keys vacations, every experience is just steps away.

Address	61 Hawks Cay Boulevard, Duck Key, FL 33050-3756
Property Type	Resort
# Jobs	47

About EOS Hospitality

A New Dawn for Hospitality

EOS Hospitality manages a collection of distinctive hotels, resorts and dining outlets across the United States, partnering with owners to maximize the potential of every asset. We believe that exceptional hospitality is a business advantage. By combining strategic operations, revenue optimization, and a guest-centric approach, we create memorable experiences that strengthen performance, build brand loyalty, and drive long-term value. Every decision we make is guided by a commitment to excellence — for our owners, our teams, and the guests we serve.

Make An Impact

Build A Career As Exceptional As You

Join a community of more than 4,000 ambitious, thoughtful hospitality professionals delivering exceptional guest experiences across the U.S. At EOS, we encourage creativity, ownership, and problem-solving at all levels of the organization, and we are committed to weaving diversity, equity, and inclusion into every aspect of our business.