Front Desk Agent

Job Details and Qualifications

Job Summary

Responsible for welcoming, registering, and checking out all guests in the hotel while serving as a liaison between guests and departments to solve problems.

Job Duties and Responsibilities

• Make all guests feel welcomed
• Perform all check-in functions, including, but not limited to early check-in, late check-in, and no reservation according to hotel policies and procedures
• Perform all check-out functions, including, but not limited to check, charge, cash and direct bill payments according to hotel policies and procedures
• Accept, sort, and distribute all messages, small packages, and mail for guests
• Produce, generate, and distribute all required reports including, but not limited to room reports, bucket checks, and VIP reports
• Produce initial keys for guests upon registration and secondary key upon request in accordance with security procedures
• Arrange escorts for all disabled guests to their rooms by security, guest relations, or a bell person according to fire code
• Post charges to guest accounts including, but not limited to meals, business center, and gift shop as required
• Perform cashier functions, including but not limited to changing foreign currency and cashing checks
• Ensure proper credit obtained on guest credit cards at registration
• Comply with guest's special requests including, but not limited to extra towels, cots, newspapers when appropriate.  When inappropriate, direct to suitable department and follow up to ensure compliance with request
• Inspect all equipment.  Report any problems to appropriate personnel.  Follow up to ensure correction of problem
• Interact in courteous, professional manner with guests, co-workers and supervisors
• Re-stock all work areas each shift
• Maintain a clean and safe work environment
• Apply common sense understanding to carry out simple one or two step instructions
• Interact with people beyond giving and receiving instructions, particularly interaction with the Front Office Managers, other hotel personnel, and guests in completing assignments, resolving staff and guest complaints
• Apply principles and rational thinking to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form
• Maintain safety and cleanliness of work area

 Required Qualifications

• 2 years of Front Desk experience and/or strong customer service experience within an upscale working environment
• Excellent communication skills
• Must be able to multi-task efficiently under pressure, while still following hotel standards.
• Ability to read and write English
• Ability to answer phones quickly, clearly, and professionally
• Ability to communicate verbally and in writing
• Ability to convey a smile over the phone
• Ability to maintain good relations with staff and guests
• Ability to maintain confidentiality of guests
• Ability to operate computerized front office system; OPERA & Micros experience a plus
• Accurate typing.
• Ability to comprehend and follow instructions, to make decisions without supervision and to prioritize tasks in order to meet appropriate deadlines
• Ability to memorize, recollect, and quickly retrieve dates, names, times, and other data
• Ability to converse calmly with irate guests, superiors, and subordinates in sometimes intense emotional situations.
• Ability to work under pressure and complete assignments on time when confronted with frequent stressful, emergency, critical or unusual situations.
• Ability to work and complete assignments on time when confronted with situations in which working speed and sustained attention are critical aspects of successful completion of the job.
• Ability to stand, reach, push, pull, twist, turn, and grasp.

Preferred Qualifications

• OPERA experience a plus
• Knowledge of MICROS preferred
• Knowledge of Forbes Standards
• Speaking a second language is preferred but not required

 Work Conditions

• Most tasks are performed with moderate supervision.
• Most work tasks are performed indoors.  Temperature is moderate and controlled by hotel environmental systems.
• Work tasks are performed standing, reaching, twisting, turning, and grasping.
• Standing occurs 90 - 95% of the time.  Employee may stand up to eight hours throughout the day when performing tasks at a desk.
• Many work tasks involve the ability to lift approximately three pounds 90% of the time.
• Walking occurs continuously in moving from computer screen to printer to safe deposit boxes to other places within the work area.
• Reaching occurs frequently in retrieving items from various parts of the desk, files, and work area.
• Twisting and turning occur frequently throughout the work shift in the process of retrieving or recording information and communicating with guests.
• Grasping occurs continually throughout the work shift.
• Talking and hearing occur continuously in communicating with guests; co-workers and supervisors.
• Vision occurs continually with the most common visual functions being those of near and far vision.
• The majority of work tasks are performed on carpeted floors.
• Most work tasks are performed with the use of office equipment including, but not limited to telephone, computer, and printer.

Wage Rate: $30-$33

About Hotel Nikko San Francisco

Hotel Nikko San Francisco is a luxury property located just off Union Square in downtown San Francisco, with 532 guest rooms and suites, 22,000 square feet of meeting and banquet room space, and five food & beverage outlets: 24-hour Room Service, ANZU Restaurant and Lounge, Kanpai Lounge, Imperial Lounge, and Feinstein’s at the Nikko.

Our culture is based on 5 Core Values: Service, Collaboration, Credibility, Achievement, and Fun. We are seeking candidates who can deliver the Nikko tradition of outstanding customer service and help us fulfill our Mission of creating “Fantastic Memories” (Subarashii Omoide) to our external and internal guests. Consistently ranked as a "Best Place to Work" and “Best and Brightest Companies to Work For” in the SF Bay Area. Hotel Nikko San Francisco offers competitive salaries and a fun and rewarding work environment.

Full Time Hourly Benefits:

Hotel Nikko San Francisco Full Time Hourly Perks:

Important Notice:

1. This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time-to-time.
2. Full COVID Vaccination is a required condition of employment 

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Hotel Nikko is an Equal Opportunity Employer without regard to people formerly experiencing homelessness, race, color, creed, gender, gender expression, gender identity, religion, marital status, registered domestic partner status, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), sexual orientation, age, veteran status, national origin or ancestry, political affiliation, physical or mental disability, medical condition including genetic characteristics, or any other consideration made unlawful by federal, state, or local laws. Hotel Nikko hiring policies require a background check for all applicants working directly with at-risk populations.

Salary : $30 - $33