Overnight Front Desk Agent, Monterey Plaza Hotel & Spa

Woodside Hotel Group Ltd.•Monterey, CA

7h•Onsite

About The Position

The Monterey Plaza Hotel & Spa is a luxury property with 290 rooms, including four penthouse suites, over 17,000 square feet of meeting space, and expansive exterior spaces. The hotel boasts an award-winning food and beverage program with multiple dining options such as Banquets, Schooners Coastal Kitchen and Bar, Helmsman Lounge, Tidal Coffee, and Room Service. The Vista Blue Spa offers a variety of services and includes a Fitness Center. The Monterey Plaza Hotel & Spa is recognized as the only Forbes 4-Star property in Monterey since 2009 and is ranked No. 1 for both business and leisure by Trip Advisor in Monterey. The hotel's mission is to operate as one team, create loyal guests and associates, and achieve financial expectations, with a focus on enthusiastically taking care of guests. We are seeking an Overnight Front Desk Agent to join our outstanding team.

Requirements

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.

Nice To Haves

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

Responsibilities

Greet guests immediately with a friendly and sincere welcome, register, and assign rooms.
Provide information to guests regarding the hotel/lodge and its services, such as outlet hours and local attractions.
Complete the registration process by inputting and retrieving information from the computer system, confirming pertinent information including room rate and number of guests.
Code electronic keys and issue the room key folder and mini bar key to the guest.
Verify and imprint credit cards for authorization using electronic acceptance method.
Handle cash, make change, and balance the assigned cash bank.
Accept and record vouchers, travelers checks, and other forms of payment.
Promptly answer the Front Desk telephone within three rings using the correct daytime greeting and proper telephone etiquette.
Answer inquiries pertaining to hotel services, guest registration, and shopping, dining, entertainment, and travel directions.
Input messages into the computer, retrieve messages, and communicate the content to the guest.
Retrieve mail, small packages, and facsimiles for guests as requested.
Assist guests at check-out, ascertain satisfaction, and assist in resolving issues if a problem of dissatisfaction arises.
Field guest complaints, conducting thorough research to develop the most effective solutions.
Listen and extend assistance to resolve problems such as rate conflicts or facilities issues.
Make restaurant, transportation, or entertainment reservations, and arrange for 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 all other duties as assigned by the supervisor.