Rosewood Hotel Group Trang chủ

Essential Duties and Responsibilities

•    Maintain full knowledge of all departmental policies, Rosewood Hotels & Resorts standards, LQA, and Forbes service expectations. 

•    Deliver exceptional guest service by anticipating needs, resolving issues promptly, and building strong guest rapport. 

•    Answer guest phone calls and text messages in a timely, courteous manner following telephone etiquette guidelines. 

•    Provide clear, accurate information and assistance on guest folios, billing inquiries, invoice posting, and correction of charges. 

•    Support airport greeter responsibilities when operationally necessary. 

•    Ensure the accuracy of the daily transfer list for arrivals and departures from Virgin Gorda Airport or Terrance B. Lettsome International Airport. 

•    Post all fixed charges accurately and confirm that necessary entries are recorded in the Property Management System (PMS). 

•    Update guest profiles with correct estimated times of arrival (ETA) and departure (ETD). 

•    Assist with aspects of night audit-related preparation as directed by management. 

•    Serve as the primary overnight presence at the Front Office, ensuring guest safety, confidentiality, and comfort. 

•    Cover the Overnight Front Desk Agent shift when needed to support the department’s 24-hour operation. 

•    Ensure cleanliness, sanitation, and organization of the lobby, desk area, and related workstations during the shift. 

•    Ensure proper use, handling, and care of all Front Office equipment and communication tools. 

•    Remain flexible and ready to support various operational areas as required by business levels. 

•    Maintain a calm and confident demeanor during emergencies, guest issues, or unexpected situations. 

•    Support incident documentation and communication to management when required. 

•    Perform additional duties, special projects, or tasks assigned by leadership to support overnight operations. 

•    Maintain overnight logs and update the morning shift on pending tasks, guest requests, or incidents. 

•    Complete all overnight procedures, checklists, and assigned operational tasks accurately and on schedule. 

•    Verify guest registrations, room assignments, room status updates, and guest information for accuracy. 

•    Perform daily bucket checks, room status verifications, and guest account reviews. 

•    Perform night audit procedures in accordance with company policies and established financial controls. 

•    Verify guest folios, room rates, packages, meal plans, routing instructions, and billing arrangements for accuracy. 

•    Reconcile daily transactions, payments, refunds, and revenue postings. 

•    Review negative unallocated deposits, advance deposits, credit limit exceptions, and unusual transactions, reporting discrepancies to management. 

•    Process manual postings, adjustments, rebates, and refunds in accordance with approved policies. 

•    Monitor guest accounts and report billing discrepancies or unusual account activity. 

•    Ensure refunds and payment reversals are processed according to company policy and proper authorization requirements. 

•    Monitor guest credit limits and follow established financial control procedures. 

•    Generate and distribute required daily reports.

•    Maintain a clean, organized, and professional front desk, lobby, and guest-facing areas.

•    Track lost and found items, incidents, or maintenance issues.

•    Ensure proper functioning and maintenance of equipment, phones, and PMS systems. 

•    Restock necessary supplies at the front desk. 

•    Maintain cleanliness and organization of the front desk workstations.

•    Audit financial elements required by Night Audit in PMS.

Qualifications

Education & Experience

•    High school diploma or equivalent required; hospitality, tourism, or business-related qualification preferred.

•    Minimum 1–2 years of experience in a Front Desk, Guest Services, Reception, or Night Audit role within a hotel, resort, or hospitality environment preferred.

•    Previous experience handling cash, guest billing, and financial transactions is an asset.

•    Experience using hotel Property Management Systems (PMS), such as OPERA or similar systems, preferred.

Knowledge, Skills & Abilities

•    Strong customer service and guest relations skills with a professional and friendly demeanor.

•    Ability to work independently during overnight shifts with minimal supervision.

•    Strong attention to detail and accuracy when handling guest accounts, financial transactions, and reports.

•    Good problem-solving and decision-making skills with the ability to remain calm under pressure.

•    Effective verbal and written communication skills.

•    Proficient in Microsoft Office applications, particularly Outlook, Word, and Excel.

•    Ability to maintain confidentiality and handle sensitive guest and financial information.

•    Strong organizational and time-management skills with the ability to prioritize tasks effectively.

•    Ability to work flexible schedules, including overnight shifts, weekends, and public holidays.

•    Must be dependable, trustworthy, and able to uphold company service and operational standards.

An eco-friendly resort ahead of its time, Rosewood Little Dix Bay has always featured the natural environment at the heart of its design. One of the first Caribbean resorts to promote sustainable luxury, the beachside retreat has welcomed guests to a world of undiluted tropical splendor for over half a century. Located within 500 acres of untamed natural gardens, Rosewood Little Dix Bay is surrounded by astonishingly clear blue seas, rugged hills, beautiful isolated beaches and spectacular geological formations. Long regarded as one of the world’s greatest getaways, this exclusive resort, originally developed by conservationist Laurance Rockefeller, offers a level of refinement and seclusion unrivaled in the Caribbean.