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

Woodside Hotel Group Ltd.•Monterey, CA

56d•$22

About The Position

The Monterey Plaza Hotel & Spa is a luxury property. This 290 room property has four penthouse suites, over 17,000 square feet of meeting space, expansive exterior space known as the Plaza, the Promenade and the Terrace, and an award-winning food and beverage program. Banquets, Schooners Coastal Kitchen and Bar, Helmsman Lounge, Tidal Coffee, and Room Service provide guests, groups, and local visitors numerous dining options. Vista Blue Spa offers a wide array of services in an outstanding location on the penthouse suite level and hosts the Fitness Center in addition to retail and sundries. The Monterey Plaza Hotel & Spa is the only Forbes 4-Star property in Monterey, which it has earned annually since 2009. The Monterey Plaza’s mission is to consistently operate as one team, to produce raving fans, loyal guests and associates while achieving annual financial expectations. Enthusiastically taking care of our guests defines hospitality at our property. We are seeking a Front Desk agent to join our outstanding team. Our Front Desk Agents greet and treat our guests with gracious and efficient service and are a key part of creating a flawless arrival experience. They handle guest registration and departure details and close out guest accounts upon completion of the stay to meet the hotel’s high standard of quality. It is through their warmth and courteous manner that we are able to demonstrate the Woodside Spirit in all of our Front Desk interactions.

Requirements

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 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
High school diploma is preferred.
Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.

Nice To Haves

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

Responsibilities

Greets guests immediately with a friendly and sincere welcome, registers, and assigns rooms to guests.
Provides information to the Guest regarding the hotel/lodge and its services, such as outlets hours, local attractions, etc.
Completes the registration process by inputting and retrieving information from the computer system, confirming pertinent information including room rate and number of guests.
Codes the electronic keys, issues the room key folder to the guest and the mini bar key.
Verifies and imprints credit cards for authorization using electronic acceptance method.
Handles cash and makes change and balances the assigned cash bank.
Accepts and records vouchers, travelers checks and other forms of payment.
Promptly answers the Front Desk telephone within three rings using the correct daytime greeting and proper telephone etiquette.
Answers inquiries pertaining to hotel services; registration of guests; and shopping, dining, entertainment, and travel directions.
Inputs messages into the computer. Retrieves message and communicate the content to the guest.
Retrieves mail, small packages and facsimiles for guests as requested.
Assist guests at check out and ascertain satisfaction and assist in resolving the issue if a problem of dissatisfaction arises.
Fields Guest complaints, conducting through research to develop the most effective solutions.
Listens and extends assistance in order to resolve problems such as rate conflict or facilities issues.
Makes restaurant, transportation, or entertainment reservation, and arranges for tours.
Deposits guests' valuables in hotel safe or safe deposit box.
Summons Bell staff assistance to escort guest to their room as appropriate.
Retrieves registration cards from the files for each check out.
All other duties as assigned by the supervisor.