Front Desk Agent

Nobu Hotel Palo Alto•Palo Alto, CA

40d•$26 - $27•Onsite

About The Position

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of the stay to meet the hotel’s high standard of quality.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to diffuse anger.
Collect accurate information and resolve conflicts.
Ability to access and accurately input information using a moderately complex computer system.
Able to communicate in a positive and clear speaking voice.
Excellent organizational skills.
Ability to read, listen and communicate effectively in English, both verbally and in writing.
Ability to use reasonable judgement when making decisions that impact guest satisfaction.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedural manuals.
Meets legal age requirements for the position
High school diploma is preferred, though any combination of education and/or experience that provides the required knowledge, skills and abilities will be considered.
Valid California Food Handler Card
All employees must maintain a neat, clean and well-groomed appearance; specific guidelines can be found in the Employee Handbook.

Nice To Haves

Prior Hospitality experience is preferred, ideally in a luxury environment.
The ability to speak multiple languages is preferred, though not required.

Responsibilities

Greets guests immediately with a friendly and sincere welcome, registers, and assigns rooms to guests.
Provides information to the Guest regarding the hotel and its services, such as outlets hours, amenities, local attractions, etc.
Completes the registration process by inputting and retrieving information from the computer system, confirming pertinent information including guest information, length of stay and room type.
Codes the electronic keys and issues the room key folder to the guest.
Swipe credit cards for authorization using electronic acceptance method.
Handles cash, makes change and balances the assigned cash bank.
Promptly answers the Front Desk telephone within three rings using the correct daytime greeting and proper telephone etiquette.
Answers internal calls related to housekeeping or engineering requests and dispatches the appropriate personnel.
Answers inquiries pertaining to hotel services, shopping, dining, entertainment, and travel directions, acting as on-site Concierge.
Inputs messages into the computer.
Retrieves messages and communicates the content to the guest.
Retrieves mail, small packages and faxes for guests as requested.
Assists guests at check out, inquires about satisfaction of stay, and resolves any issues if necessary. Also encourages guests to leave positive feedback on social media outlets.
Fields Guest complaints, conducting thorough research to develop the most effective solutions.
All other duties as assigned by the supervisor.
Regular attendance in conformance with the standards, which may be established by the Hotel from time to time, is essential to the successful performance of this position.
Employees with irregular attendance will be subject to disciplinary action up to and including termination.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel, including nights, weekends and holidays.
Upon employment, all employees are required to fully comply with the hotel rules and regulations for the safe and efficient operation of the hotel facilities.