Front Office - Front Desk Agent

Front Office Receptionist
Company Description:Pacific Hospitality Group provides a unique value proposition to investors and team members through our owner/operator approach. We are a family focused company committed to long-term holds that enable us to grow our business and our team members. Our vision is to enrich people's lives by offering memorable experiences, giving back to our communities and honoring God in all that we do. We are focused on long-term value creation and sustainable growth.
Our Guiding Principles:Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect, & FulfillmentWe provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Job Description
DUTIES AND RESPONSIBILITIES:•Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN model, 15/5 rule, Guest Response follow ups, Hot Sheets) to resolve issues, delight, and build trust.•Process all guest check-ins, check-outs, making reservations, room assignments, pre-blocks, room change/late check-out requests and mobile-check ins, confirming pertinent information including number of guests and room rate.•Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.•Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions.•Pre-register designated guests and prepare key packets.•Organize and coordinate check-in/pre-registration procedures for arriving groups.•Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff.•Confirm reservations and cancellations. Verify/adjust billing for guests.•Review out-of-order rooms daily. Communicate to appropriate staff when guests are waiting for an available room. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns.•File guest paperwork or documentation.•Respond to guests' issues and complaints in a friendly, timely manner.•Fully Complete reception Check list, perform duplicate reservation checks, block rooms, run reports (Run and check daily reports, contingency lists, and credit card authorization reports) and additional daily duties assigned.•Maintain inventory and stocking of AC Store and ensure cleanliness of Store area, front desk, and back office as frequently as needed.•Operate telephone switchboard station to answer telephone calls. Process guest requests for wake-up calls, screening calls, and other requests related to placing or receiving telephone calls as well as Lost and Found inquiries.•Supply guests with directions and information. Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests' satisfaction.•Advise guests of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.•Count and secure bank at beginning and end of shift. Cash guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank. Notify supervisor/manager of any reports of shortage/overage, or theft.•Provide warm, knowledgeable assistance to guests to ensure an effortless and memorable experience.•Communicate effectively both verbally and in writing to provide clear directions to team. Monitor lobby traffic and tidy lobby decor accordingly.•Be well versed in the AC experience of Refreshing service and assist guest needs including luggage assistance.•Actively participate and support the Hotel events and programs that support the Hotel and brand positioning•Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns. Review requests for late check-outs and approve according to occupancy.•Assist guests with their business center needs (e.g., making copies, sending faxes, typing) and bill services. Maintain business center's supplies, cleanliness. Instruct guests on how to access the hotel amenities available.•Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.•Package, label, and ship items for guests and ensure that charges are applied to proper accounts, room numbers, or credit cards. Coordinate delivery of packages, guest folios, mail, faxes and/or boxes to the proper meeting room or guest room.•Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.•Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Deliver items (e.g., guest folios, towels, messages, mail, faxes) to guest rooms.•Promptly answer the telephone within 3 rings, review GXP Dashboard and address cases directly involving reservations, same day booking, ambassador and running guest service reports.•Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Reception Staff and other employees.•Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions. Respond appropriately to guest complaints. Make appropriate service recovery gestures to ensure total guest satisfaction.•Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.•Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.•Balance the Room Inventory, download all new reservation from Reservation System•Report Room Inventory overbooking and prepare proper walk documents if necessary.•Provide ongoing communication to Operations Manager, Facility Manager and General Manager, and specified accounting personnel regarding guest issues, recovery actions, and procedural opportunities.•Take reservations as needed, with a focus on maximizing occupancy and ADR by utilizing a flexible rate structure; Up-sell rooms where possible to maximize hotel revenue.•Support the team as needed on Supervisor/MOD capacity.•Promote teamwork and quality service through daily communications and coordination with other departments.•Perform other duties as assigned to provide genuine hospitality and to meet the Marriott/AC Hotels Brand standard.•Complete appropriate safety training and certifications to perform work tasks.•Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Respond to accidents, fill out incident reports, contact EMS as required. Complete incident reports to document all Safety & Security related incidents.• Monitor and communicate perimeter alarm system, duress alarms, and fire life safety system.• Assist guests/employees during emergency situations.• Notify appropriate individuals in the event of accidents, attacks, or other incidents.• Handle all interruptions and complaints. Defuse guest/employee disturbances. Call for outside assistance if necessary.•Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Require standing and continual mobility throughout front office area. Move, lift, carry, push, pull, and place objects weighing less than or equal to 40 pounds without assistance.•Perform other reasonable job duties as requested by Supervisors or Managers.
Requirements
Qualifications and Requirements:The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using another combination of skills and abilities.•Ability to work evenings, overnights, holidays and weekends.•Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.•Basic mathematical skills required.•Ability to access and accurately input information using a moderately complex computer system.•Ability to stand, walk and continuously perform behind the front desk.•Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.QUALIFICATION STANDARDSEducation:•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. High school diploma required. Some College preferred.•Experience: Prior front desk and supervisory experience preferred.•Grooming: All employees must maintain a neat, clean and well-groomed appearance.Other: Applicants with additional language skills preferred.
PHYSICAL DEMANDS/ WORK ENVIRONMENT•Individuals may need to stand as needed for an extended period of time.•Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials.•Proper lifting techniques required.•Exerting up to 40 pounds of force occasionally, and/or 40 pounds of force frequently and/or up to 20 pounds of force constantly to lift, carry, push, pull, or otherwise move objects.
STANDARD SPECIFICATIONSRequirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.
Other: The hotel functions seven (7) days a week and twenty-four (24) hours per day. All employees, both management and hourly, must realize this fact and be aware that at times it may be necessary to move employees from their accustomed shift as business demands.