Front Desk Agent
About The Position
The Front Desk Agent greets and registers guests, provides prompt and courteous service, and closes out guest accounts at the end of their stay while meeting the hotel’s quality standards. The role provides information about hotel services and local attractions, handles guest communications and requests, and responds to concerns to support guest satisfaction. The position is full-time at Nobu PA in Palo Alto, California, with day and swing shifts. Employees may be required to work varying schedules, including nights, weekends, and holidays, based on hotel business needs. Regular attendance and compliance with hotel rules and regulations are essential. Employees must maintain a neat, clean, and well-groomed appearance.
Requirements
- Meet the legal age requirements for the position.
- Hold a valid California Food Handler Card.
- Effectively handle internal and external customer interactions with patience, tact, and diplomacy, including de-escalating anger.
- Collect accurate information and resolve conflicts.
- Access and accurately enter information using a moderately complex computer system.
- Communicate in a positive, clear speaking voice.
- Have excellent organizational skills.
- Read, listen, and communicate effectively in English, verbally and in writing.
- Use reasonable judgment when making decisions that affect guest satisfaction.
- Read and interpret documents such as safety rules, operating and maintenance instructions, and procedural manuals.
- Meet the physical demands of the job, including standing for up to eight hours per shift (excluding required meal periods and rest breaks), reaching for commonly used items, speaking to and listening to guests, and occasionally lifting or moving up to 50 pounds.
Nice To Haves
- High school diploma; equivalent combinations of education and/or experience that provide the required knowledge, skills, and abilities will also be considered.
- Prior hospitality experience, ideally in a luxury environment.
- Ability to speak multiple languages.
Responsibilities
- Greet guests, register them, and assign rooms.
- Provide guests with information about hotel services, outlet hours, amenities, and local attractions.
- Complete guest registration in the computer system, confirming guest information, length of stay, and room type.
- Code electronic keys and issue room-key folders.
- Authorize credit cards using the electronic acceptance method; handle cash, make change, and balance the assigned cash bank.
- Answer the Front Desk telephone promptly using the correct daytime greeting and proper telephone etiquette.
- Respond to internal calls about housekeeping or engineering requests and dispatch appropriate personnel.
- Answer questions about hotel services, shopping, dining, entertainment, and travel directions, acting as an on-site concierge.
- Input guest messages into the computer, retrieve messages, and communicate their contents to guests.
- Retrieve mail, small packages, and faxes for guests upon request.
- Assist guests at checkout, ask about their satisfaction, and resolve issues when necessary.
- Encourage guests to leave positive feedback on social media outlets.
- Research and resolve guest complaints effectively.
- Perform other duties as assigned by the supervisor.
- Maintain regular attendance and comply with hotel rules and regulations for safe and efficient operations.
- Maintain a neat, clean, and well-groomed appearance.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
