Front Desk Agent (FT)

Montage Hotels & Resorts; San Diego (CA); On-site; USD 26,000 - 37,000; Full time

Job summary

Montage International in San Diego, CA, seeks a Front Office Agent to warmly welcome guests, manage check-in/out, and personalize service to craft memorable stays. You will collaborate across departments to support the property’s goals and vision while upholding brand standards.

Ideal candidates have at least two years in hotel operations and customer service, strong English communication skills, and proficiency with MS Office.

Qualifications

• Minimum of two years’ experience in a hotel operations environment.
• Minimum of two years’ experience in customer service.
• Advanced skills in Word, Excel, PowerPoint, and Outlook; daily use of nearly all programs will occur.
• Ability to communicate clearly in English (spoken, written, reading).

Responsibilities

• Provide excellent customer service and telephone etiquette to reach department and property goals.
• Host and welcome guests with a friendly, sincere demeanor.
• Assist with guest check-in/out, folios, invoicing and billing.
• Think creatively to identify and resolve guest stay opportunities and exceed expectations.
• Coordinate with department leaders and hourly staff to personalize and execute the guest experience.
• Maintain accurate guest account records and knowledge of hotel services and local surroundings.

Skills

Customer service

Telephone etiquette

English proficiency

Education

High School Diploma or equivalent

Bachelor’s Degree preferred

Tools

MS Office

Job description

Live Your Passion. Add Your Magic.

At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application.

We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes.

Front Office Agent

Summary

The Front Office Agent is responsible for hosting our guests during their stay; warm welcome upon arrival, creating unique memories specific to guest personas, creating and maintaining professional relationships with guests to enhance their overall experience. This role will contribute to the organization as an active business partner that is responsible for supporting the company's goals, objectives, vision, mission, and values.

Essential Functions

• Providing excellent customer service and telephone etiquette, and actively aspiring to reach department and property defined goals and objectives
• Hosting and welcoming guests with a friendly and sincere demeanor
• Assisting with guest check-in and out process, as well as folios, invoicing and billing
• Thinking outside the box to own and solve guest stay areas of opportunity. Going above and beyond to recover any service opportunities and exceed guest expectations
• Communicating and partnering with all department leaders and hourly Associates to ensure the guest experience is personalized and executed seamlessly
• Maintaining proper record keeping for guest accounts, being knowledgeable about hotel services and local surroundings in order to answer, respond and communicate with guests regarding questions and requests

Qualifications

• High School Diploma or equivalent, Bachelor’s Degree preferred
• Minimum of two years’ experience in a hotel operations environment
• Minimum of two years’ experience in customer service
• Possess basic math skills and have the ability to accurately handle billing
• Ability to communicate clearly and speak, read, write and understand English well
• Advanced skills in Word, Excel, PowerPoint, and Outlook; daily use of nearly all programs will occur

Physical Requirements

Position requires walking and standing most of the working day; must be able to stand and exert well‑paced mobility for up to 6 hours in length. Must be able to lift up to 15 lbs. on a regular and continuing basis. Must be able to bend, stoop, squat and stretch to fulfill tasks. Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing.

The pay scale for Front Desk Agent is $23 per hour.

The pay scale is the base salary wage range, exclusive of incentive pay such as commissions, piece rates, gratuities, and the like, that Montage reasonably expects to pay for the position.

In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre‑employment substance abuse testing.