Guest Service Agent

HEI Hotels & Resorts; San Francisco (CA); On-site; USD 41,000 - 58,000; Full time

Benefits offered by this job

Medical and Dental insurance

Vacation, Sick and Holiday programs

Pet insurance

Life and disability plans

401(k) with matching

Employee discounts

Job summary

The Jay, Autograph Collection in San Francisco, operated by HEI Hotels & Resorts, seeks a concierge/front desk associate dedicated to delivering exceptional guest experiences. The role involves welcoming guests, processing registrations, handling payments, and providing local information with a friendly, professional demeanor.

Candidates should have hotel experience, strong communication skills, and the ability to multitask in a fast-paced environment.

Qualifications

• Hotel experience preferred.
• Ability to effectively deal with customers with patience and diplomacy.
• Strong attention to detail and numerical accuracy.

Responsibilities

• Greet guests warmly, assist with check-in/check-out, and provide accurate information.
• Input guest data into the system and manage room assignments and billing.
• Handle payments, verify cards, and balance the house bank as needed.
• Respond to guest requests and resolve issues promptly to ensure satisfaction.

Skills

Hotel experience

Customer service

Cash handling

Communication skills

Job description

About Us

The Jay, Autograph Collection, San Francisco's newest luxury life-style hotel, is where new-age San Franciscans gather, find inspiration, and celebrate our city. With a quiet but blossoming and vibrant location in the heart of the Embarcadero and adjacent to Jackson Square, The Jay, completely renovated, is an ode to classic San Francisco; peppered with bits of nostalgia, but led mostly by its modern structure and sophisticated style. The design and offerings of the hotel are inspired by the makers and innovators who made San Francisco great. It is a true celebration of those who shaped San Francisco. The word "Jay" in Latin means "to celebrate", hence the name, The Jay. Our goal is to delight our guests with the element of discovery and authentic connection to the city, it's neighborhoods and residents. We are seeking associates who enjoy exceeding guest expectations and strive to deliver a professional and approachable level of service as a "friend-in-the-know" when it comes to engaging our luxury life-style guests. We offer competitive benefits for all associates including a comprehensive medical plan, free employee meal per shift, discounted public transportation, all associate outings, and more. An opportunity to help continue to grow a completely renovated and redesigned luxury destination, creating the newest jewel of San Francisco's Embarcadero/Jackson Square/FiDi neighborhood. Oh, and we have fun, work hard and laugh a lot. This is an exciting time in the hotel's history - you should be part of it!

Compensation

Salary Range: $36.10 - $36.10 HourlyTipped/Service Charge Eligible? NoDiscretionary Performance Bonus Eligible? No

Overview

Essential Duties and Responsibilities

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and 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 from a computer system, confirming pertinent information including number of guests and room rate. Promote HEI Hotels and Resorts and brand 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.




• 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. Post charges to guest rooms and house accounts using the computer.




• Promptly answer the telephone using positive and clear 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.




• 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.




• Comply with attendance rules and be available to work on a regular basis.




• Perform any other job-related duties as assigned.

Qualifications and Skills

• Hotel experience preferred.




• 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 with or without reasonable accommodation.




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




• Ability to observe and detect signs of emergency situations.




• Ability to establish and maintain effective working relationships with associates, customers and patrons.




• Effective verbal and written communication skills.




• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits

• Competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed.




• Vacation, Sick and Holiday programs are available for you to rejuvenate with time off.




• pet insurance through the ASPCA.




• Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans.




• 401(k) Savings Plan with matching funds.




• Discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.




• Specific details and eligibility of these programs vary by location and employment status.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act.