Front Desk Agent ($22/hr)

Pacific Hotel Management, LLC; Palo Alto (CA); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Front Desk Agent to provide exceptional service and create memorable experiences for guests. This role involves greeting guests, assisting with reservations, and ensuring a smooth check-in/check-out process. You will be the face of the hotel, responsible for promoting services and anticipating guest needs to enhance satisfaction. If you thrive in a dynamic environment and have a passion for hospitality, this is the perfect opportunity to join a dedicated team and make a positive impact on guests' stays.

Qualifications

• Minimum 1 year of customer service experience in Hospitality or equivalent.
• Strong English communication skills, both verbal and written.

Responsibilities

• Assist guests with check-in/check-out and reservations.
• Promote hotel services and ensure guest satisfaction.
• Manage multiple requests and maintain communication with all departments.

Skills

English business communication

Interpersonal skills

Conflict resolution

Multi-tasking

Education

High School Diploma or equivalent

Degree/Certifications in Business Management or Hospitality

Tools

Microsoft Office

Outlook

Job description

The Front Desk Agent will be responsible for assisting guests in the Front Office Department. At the Front Desk, the agent is the first point of contact for the hotel and responsible for providing personalized service to guests upon arrival, during their stay, and upon departure. The Front Desk Agent will also be responsible for assisting guests with their reservation needs while promoting hotel services, promotions, etc., and anticipating guest needs to promote higher guest satisfaction.

DUTIES AND RESPONSIBILITIES

Overall Operations

• Promote hotel services, facilities and anticipate guest’s needs to promote higher guest satisfaction.
• Demonstrate brand standards, behaviors, hallmarks and mandates.
• Follow all emergency and safety guidelines in order to provide a safe and secure environment for guests, associates and visitors.
• Follow all guidelines, policies and procedures as outlined by PHM’s Employee Handbook such as reporting to scheduled shift, report to work on time, reporting absences, have a professional demeanor, etc.

Front Office Operations

• Greet all guests and associates upon contact.
• Provide parking guidance and make transportation arrangements.
• Check-in/Check-out guests.
• Assist with hotel reservations for guest rooms.
• Assist with escorting guests to their room and other hotel areas as needed.
• Assist with carrying, holding, and storing luggage and other items.
• Manage multiple phone calls, radio calls, e-mails, and requests.
• Deliver packages, newspapers, group amenity deliveries, and any other items requested.
• Maintain hotel entrance clean and clear of congestion and report any safety matters to Maintenance.

Interpersonal Relationships

• Spark conversations with guests and associates in a professional manner, smile often, and establish relationships to gain trust and loyalty.
• Assist with training and providing guidance to new associates when requested.
• Resolve and address all guest and associate questions and concerns in a creative and professional manner.
• Report any issues, concerns, and suggestions to management.
• Have constant communication with all hotel departments to ensure guest satisfaction.

Financials

• Follow posted schedule to help reduce overtime and missed meal hours.
• Follow all cash handling procedures.

WORKING ENVIRONMENT

The hotel is in a public business atmosphere, which varies in temperature based on indoor and outdoor climate. The nature of this job is mainly indoors but may require outdoor work based on business demands. Some travel is required either locally to attend hotel events, including meetings and trainings.

EDUCATION

Minimum of High School Diploma or equivalent.

WORK EXPERIENCE

Minimum of 1 year of customer service experience in Hospitality or equivalent.

Knowledge

• Understand hotel function and guest profiles.
• Knowledge of local area including restaurants, landmarks, shopping centers, and local attractions.
• Possess comprehensive computer knowledge such as composing e-mails, drafting letters, using Microsoft Office, Outlook, and knowing how to use search engines.

Skills

• Strong English business communication skills both verbal and written.
• Strong interpersonal skills such as listening, smiling, relating, asking questions, and teamwork.
• Ability to manage multiple tasks, maintain focus and structure, and prioritize effectively.
• Ability to resolve conflicts with professionalism to ensure maximum guest and associate satisfaction.

Abilities

• Ability to develop and maintain relationships with both associates and guests to build trust and loyalty.
• Ability to maintain consistent positive energy, self-motivation, and passion for hospitality.
• Ability to keep hotel sensitive information confidential.
• Ability to learn new software and computer systems.
• Ability to adapt to various situations, handle pressure, and remain composed and focused.

PHYSICAL REQUIREMENTS

• Prolonged standing/walking/sitting for the duration of the shift.
• Ability to walk around the hotel, up and down stairs, stoop, kneel, lift a minimum of 50 lbs., and push and pull approximately 100 lbs.

BUSINESS ATTIRE

To present a professional and business image to guests, associates, and the public, all associates must follow PHM’s dress and grooming standards available in the PHM Handbook. Standards include wearing a full uniform at all times, ensuring the uniform is neat, clean, and wrinkle-free, and practicing good personal hygiene and grooming.

PREFERRED QUALIFICATIONS

• Degree/Certifications in Business Management or Hospitality.
• Bilingual or Multilingual.
• Prior hotel experience.
• Emotional Intelligence Training.

The Sheraton Hotel, Palo Alto (a Pacific Hotel Management Hotel) functions 7 days a week, 24 hours a day. All associates must acknowledge and understand this fact and be aware that at times it may be necessary to move an associate from their accustomed shift as business dictates.