Front Desk Agent, Full/Part-time, Monterey Plaza Hotel & Spa

Woodside Hotel Group Ltd.•Monterey, CA

10d•Onsite

About The Position

The Monterey Plaza Hotel & Spa is a luxury property seeking a Front Desk Agent to join their outstanding team. This role is key in creating a flawless arrival experience for guests by handling registration and departure details with gracious and efficient service. The Front Desk Agent is expected to demonstrate the Woodside Spirit in all interactions, ensuring guests feel welcomed and well-cared for.

Requirements

Ability to effectively deal with internal and external customers, requiring patience, tact, and diplomacy to diffuse anger, collect information, and resolve conflicts.
Ability to access and accurately input information using a moderately complex computer system.
Ability 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 apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Meets legal age requirements for the position.

Nice To Haves

The ability to speak additional languages other than English is preferred.
Prior Hospitality experience is preferred.

Responsibilities

Greet guests immediately with a friendly and sincere welcome, register them, and assign rooms.
Provide guests with information about the hotel/lodge and its services, including outlet hours and local attractions.
Complete the registration process by inputting and retrieving information from the computer system, confirming details like room rate and number of guests.
Code electronic keys and issue room key folders and mini bar keys to guests.
Verify and imprint credit cards for authorization using electronic acceptance methods.
Handle cash, make change, and balance the assigned cash bank.
Accept and record various forms of payment, including vouchers and traveler's checks.
Promptly answer the Front Desk telephone within three rings using proper etiquette and greeting.
Answer inquiries about hotel services, guest registration, and provide directions for shopping, dining, entertainment, and travel.
Input messages into the computer system and retrieve/communicate them to guests.
Retrieve mail, small packages, and facsimiles for guests as requested.
Assist guests at check-out, ascertain satisfaction, and resolve any issues that arise.
Handle guest complaints by conducting thorough research to develop effective solutions.
Listen and assist in resolving problems such as rate conflicts or facility issues.
Make restaurant, transportation, or entertainment reservations, and arrange tours.
Deposit guests' valuables in the hotel safe or safe deposit box.
Summon Bell staff assistance to escort guests to their rooms as appropriate.
Retrieve registration cards from files for each check-out.
Perform other duties as assigned by the supervisor.