Front Desk Agent

DEPARTMENT: Front Office

JOB TITLE: Front Office Agent

REPORTS TO: Front Office Manager

SUPERVISES: N/A

PRIMARY OBJECTIVE OF POSITION:

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet Langham's high standards of quality. In addition to support the Shared Values of the Hotel.

RESPONSIBILITIES AND JOB DUTIES:

· Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

· Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Promote Langham marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Requires continual standing and movement throughout front office area.

· Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Convert foreign currency at current posted rates. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest-rooms and house accounts using the computer.

· Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

· Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.

· Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit 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.

· Regular attendance in conformance with the standards, which may be established by Langham from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

· Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

· Upon employment, all employees are required to fully support with the Hotel’s Shared Values for the safe and efficient operation of hotel facilities. Employees who violate the Hotel Shared Values will be subject to disciplinary action, up to and including termination of employment

· Summon front service/bell assistance to escort guests to their rooms as appropriate.

· Provide safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the customer. File access slips in room order.

· Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.

· Use the photocopier to make copies of items as required.

· File registration cards in room number order.

· Retrieve registration cards from the files for each check out.

· Other duties as assigned by the supervisor such as assisting PBX operators or reservations agents.

PHYSICAL DEMANDS:

· Periods of standing exceeding 50% of shifts are required.

· Ability to lift, reach, bend, stoop, stand and walk continuously, climb stairs, and push or pull heavy equipment.

· Ability to lift up to 50 pounds including pushing and pulling on a daily basis.

· Considerable repetitive motion of hands and wrists as relates to the use of computer keyboards is possible.

SPECIAL SKILLS REQUIRED:

· Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.

· Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

· Ability to stand and move throughout front office and continuously perform essential job functions.

· Ability to read, listen and communicate effectively in English, both verbally and in writing.

· Ability to access and accurately input information using a moderately complex computer system.

· Hearing and visual ability to observe and detect signs of emergency situations.

· Confined work area with considerable traffic, frequent interruptions and noise from telephones, voices and office machines.

EDUCATION REQUIRED:

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.

EXPERIENCE REQUIRED:

No prior experience required. Prior hospitality experience preferred.

LICENSES OR CERTIFICATES:

None.

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor. Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise, each colleague remains, always, an “at will” colleague.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The employer will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

Job Type: Full-time

Pay: $25.00 - $28.07 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Every weekend
• Monday to Friday
• Night shift
• Overnight shift
• Rotating weekends
• Weekends as needed
• Weekends only

People with a criminal record are encouraged to apply

Application Question(s):

• Have you been employed at a hotel before?

Ability to Commute:

• Pasadena, CA 91106 (Required)

Ability to Relocate:

• Pasadena, CA 91106: Relocate before starting work (Required)

Work Location: In person

Salary : $25 - $28