Front Office Agent

Montage International; Laguna Beach (CA); On-site; USD 42,000 - 52,000; Full time

Job summary

Montage International is seeking a Front Office Agent in Laguna Beach to warmly host guests, support check-in/out, and maintain guest folios and billing. The role emphasizes personalized service and collaboration with department leaders to enhance the guest experience.

The position requires strong English communication, two years in hotel operations and customer service, plus proficiency in Word, Excel, PowerPoint, and Outlook. Base pay is discussed as part of the employment terms.

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.
• Advanced skills in Word, Excel, PowerPoint, and Outlook.

Responsibilities

• 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

Skills

Word

Excel

PowerPoint

Outlook

Billing accuracy

Education

High School Diploma or equivalent

Bachelor’s Degree preferred

Tools

Property management software

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.

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 Office Agent is $20.00.

The pay scale is the base salary or hourly 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.

At Montage Hotels & Resorts and Pendry Hotels, we’re committed to delivering extraordinary, personalized and authentic experiences. How we get there is by empowering our associates to think creatively. Grow their talents. Encourage them to have fun. And allow them to follow their passion in creating moments guests will long remember. At Montage and Pendry, opportunities for career growth are bountiful, and training programs are open to those seeking advancement. We encourage all of our associates to continuously learn and grow. Working at Montage and Pendry is more than a job; it’s a way of life.

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