Front Desk Agent

SUMMARY

Front Office Agents are responsible for both Front Desk and Reservations Agents responsibilities. Depending on demand and department needs, the Front Office Agent will work his or her shift either at the Front Desk or in Reservations.

CORE FOCUS & ESSENTIAL RESPONSIBILITIES
Qualified candidates must be able to satisfactorily complete the following responsibilities. Other duties may be assigned.

Complete registration process in accordance with Ace Hotel’s check in standards: greet guest, confirm length of stay and room type, obtain contact information and payment, and offer general hotel information before directing guests to elevator.
Close guest accounts at time of check out according to Ace Hotel’s Check out Standards: greet guest at check out, confirm and collect payment, and request feedback regarding stay. Update guest’s profile to ensure best possible service for future stays.
Greet guests with an open and warm persona, either on the phone or in person. Use a positive and clear speaking voice, receive/deliver on all guest requests in a timely manner, provide accurate information such as outlet hours and hotel functions, and offer basic concierge services.
Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers’ checks and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guestrooms and house accounts using property management system. Individual is capable of moving assigned cash from storage vault to drawer at front desk and back.
Work with various departments to ensure guest receives best possible service. Duties may include working with Housekeeping for all guest requests and room status updates, Engineering for all guest requests and building issues, Sales for all guest inquiries, group business and daily site visits, and reservations for all reservation inquiries, changes and billing issues.
Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
Answers all reservations, main hotel switchboard, and emails in a friendly manner. When processing e-mails or listening to callers, ensure a clear understanding of their inquiries and requests. Promptly provides accurate information regarding availability of accommodations and other requested information.
Assist other departments such Sales, Events, and Front Office with reservation related questions.
Maintains reservation request process and inventory controls for all lofts and other rooms accommodations, as needed, to maximize revenue and meet customer needs.
Transfer phone calls as needed & requested.
Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer as requested. Read and verbally recite messages for guest.
Activate voice mail system for guest messages, sending and retrieving.
Briefly answer basic inquiries i.e. time, weather, outlet information, etc.
Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.
Receive wakeup call information, input cautiously into automated wake-up system and verbally confirm time with guest.
Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures. Initiate emergency response as necessary and legibly document pertinent details.
Act as a liaison between guest and Security, Front Office and Engineering employees.
Provide timely information via Hotel Expert system to employees in response to emergencies and guest requests such as plumbing problems, etc
Maintain complete knowledge of all hotel services/features and hours of operation.
Maintain current and accurate knowledge of events happening in surrounding area / city.

SUPPORTING FUNCTIONS
In addition to the core focus & responsibilities, the candidate is expected to complete the following duties:

Assist in other duties as deemed necessary by the Reservation Supervisor, Reservation Manager or Director of Revenue Management.
Maintain daily communication with Front Office and Revenue Management.
Maintain an open line of communication between guests, team members, and management.

ESSENTIAL QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to satisfactorily communicate in verbal and written English with guests, management, and co-workers to their understanding.
Prioritize and organize work assignments, have timely follow up and execution.
Have superb time management skills.
Maintain complete knowledge of all hotel services/features and hours of operation.
Other language, mathematical, and reasoning abilities as outlined below.
Ability to comply with physical demands as outlined below.
Knowledge and understanding of Atelier & Ace Culture & initiatives
Technologically sound with Microsoft Office applications.
Ability to compute basic mathematical calculations.

REQUIRED EDUCATION and/or EXPERIENCE
Individual should be a High School Graduate and/or any have combination of experience that provides the required knowledge, skills, and ability to effectively fulfill the requirements of this job description. Bachelor’s degree preferred. Previous experience in a hotel setting preferred.

LANGUAGE, MATHEMATICAL, and REASONING ABILITIES
Candidate must meet the following cognitive abilities:

Ability to satisfactorily communicate in verbal and written English with guests, management, and co-workers to their understanding.
Prioritize and organize work assignments, have timely follow up and execution.
Have superb time management skills.
Maintain complete knowledge of all hotel services/features and hours of operation.
Other language, mathematical, and reasoning abilities as outlined below.
Ability to comply with physical demands as outlined below.
Knowledge and understanding of Atelier & Ace Culture & initiatives
Technologically sound with Microsoft Office applications.
Ability to compute basic mathematical calculations.

PHYSICAL DEMANDS / WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The typical environment is an office atmosphere with ambient room temperatures, ambient lighting, and common office equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sit, walk, and stand continuously.
Lift / carry 10lbs (frequently) and 25lbs (occasionally)
Bend, squat, crawl, and reach above shoulder level.
Use dominate hand coordination for simple grasping, pushing/pulling, and fine manipulation.
May be exposed to extreme temperatures, dust, dampness, height, and moving machinery.

Job Type: Full-time

Pay: From $15.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $15