Front Office Agent

EOS•San Francisco, CA

5d•Onsite

About The Position

The Front Desk Agent is responsible for processing all guest check-ins, check-outs, room assignments, and room change/late check-out requests. They will secure payment, activate/reissue room keys, and ensure rates match market codes, documenting exceptions. The role involves verifying/adjusting billing for guests, communicating with appropriate staff regarding guest wait times for rooms, and advising guests of messages. The agent will coordinate with Housekeeping to track room status and guest concerns, and file guest paperwork or documentation. A key part of the role is providing information and assistance to all guests and visitors.

Requirements

High levels of patience, tact, and diplomacy.
Strong organizational, prioritization skills and ability to work well under pressure and meet deadlines.
Possess an eye for the smallest detail and maintain a keen sense of urgency.
Ability to think clearly, remain calm, and resolve problems using good judgement.
Communicate clearly, concisely, and openly.
Written communication in a clear and concise manner.
Exude high energy and demonstrate a knack for building rapport with guests and colleagues.
Exhibits organizational abilities and shows a natural skill for multi-tasking, prioritizing, and anticipating needs.
Fluency in English both verbally and non-verbally.
Ability to maintain confidentiality of guest information and pertinent Hotel data.
Must be able to bend, stoop, squat and stretch to fulfill necessary tasks.
Must be able to lift, push, and pull up to 25lbs. on a regular and continuing basis.
Must be able to stand and exert well-paced mobility for up to 8 hours in length.

Nice To Haves

Strong knowledge of Opera & Microsoft Outlook is a plus.
Fluency in additional languages a plus.
1 to 2 years of previous experience in a similar position in a luxury hotel preferred.
All colleagues must maintain a neat and well-groomed appearance.

Responsibilities

Welcome guests, check them in, distribute room keys and explain the hotel's amenities.
Maintain complete knowledge of hotel operations, scheduled daily activities, and room product.
Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
Explain local amenities and attractions to guests.
Ascertain callers' needs through open-ended questions.
Obtain all designated information to book a reservation.
Accommodate special requests and designate such in system following hotel SOP’s.
Access guest history records to best service guests; maintain accurate information in guest history files.
Exercise personal discipline and extra diligence to assure that projects are completed on a timely basis.
Resolve guest complaints, ensuring guest satisfaction.
Obtain assigned bank and ensure accuracy of contracted monies.
Always keep assigned bank secure.
Communicate pertinent guest information to designated departments/personnel (i.e. special requests, amenity delivery).
Present folio to guest and resolve any disputed charges.
Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information.
Assist the restaurant Pescatore with reservations, room service orders as needed.
Input reservations.
Perform additional duties, as assigned.