Front Office Agent

Montage International; New York (NY); On-site; USD 45,000 - 60,000; Full time

Job summary

Montage International seeks a Front Office Agent to warmly welcome guests, assist with check-in and check-out, and manage billing with accuracy. The role focuses on creating memorable experiences aligned with guest personas and coordinating with hotel departments to deliver seamless service.

Ideal candidates bring at least two years in hotel operations and customer service, strong English communication, and proficiency in Word, Excel, PowerPoint, and Outlook.

Qualifications

• Two years’ experience in a hotel operations environment
• Two years’ experience in customer service
• Basic math skills and ability to accurately handle billing
• Clear, effective English communication (written and spoken)
• Advanced skills in Word, Excel, PowerPoint, and Outlook; daily use involved

Responsibilities

• Provide excellent customer service and telephone etiquette to meet goals
• Host and welcome guests with a friendly demeanor
• Assist with check-in/out, folios, invoicing and billing
• Identify opportunities to improve guest stay and recover service gaps
• Collaborate with department leaders to personalize guest experiences and ensure seamless service

Skills

Customer service

Communication

Billing

English

Telephone etiquette

Education

High School Diploma

Bachelor's Degree

Tools

Word

Excel

PowerPoint

Outlook

Job description

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

Front Office Agent is $32.86 to $43.81 an hour. 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.

Company Culture & Values

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.

Talent Plus Online Assessment Information & Alternative Selection Process Request

As part of its interview process, Pendry Manhattan West uses Talent Online Assessments, a hiring tool administered by Talent Plus, a third-party management consultant company. These Assessments consist of a series of questions related to your talents and abilities which are then analyzed by human resource professionals in conjunction with the other aspects of Pendry Manhattan West’s application and interview process. This information is one of several factors used by Pendry Manhattan West to determine an applicant’s strengths and ultimately their compatibility with a position at the Hotel. The results of Talent Online Assessments are by no means the sole or dispositive factor considered by Pendry Manhattan West when making employment decisions. Rather, Talent Online Assessments are one aspect of the larger application process. New York City Resident applicants who do not wish to participate in a Talent Online Assessment may request an alternative selection process by emailing [e-mail]. Applicants requesting an alternative selection process should indicate the reasons for their request, and whether such request is made as an accommodation for a disability that prevents the applicant from taking a Talent Online Assessment. The data collected by Talent Online Assessments consist only of an applicant’s name and responses, and Pendry Manhattan West maintains Talent Online Assessment results under strict confidentiality. We are deeply committed to a fair and equitable hiring process. To ensure a fair and equitable process, Pendry Manhattan West has completed a bias audit of the Talent Online Assessment tools. Results can be requested by contacting [e-mail]. Data entered into Talent Online Assessments is stored in Talent Bank. This information can be accessed by emailing a request to [e-mail], and will be provided within 30 days of the request. Data shall not be disclosed where such disclosure would violate local, state, or federal law, or interfere with a law enforcement investigation. If you are an internal applicant, please log into Workday and apply for your application to be considered.

EEO / DEI

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.

Privacy Policy