Front Desk Agent

[{{ $ctrl._job.status.name | translate}}] Front Desk Agent
The Carlyle

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Job description

Shift Type: Flexible

Job Title: Front Desk Agent

Education: High School

Location: The Carlyle, A Rosewood Hotel - NY, NY 10021 US (Primary)

Career Level: General Associate

Category: Front Office (FD, Concierge, GS, BD, PBX, Valet, GR, Door)

Job Type: Full-time

Compensation Currency: USD

Travel: 0 - 10%

Job Description: OVERVIEW/BASIC FUNCTION:
As an integral part of the guest experience, the Front Desk Agent in responsible for facilitating the check-in/check-out process with hotel guests courteously and efficiently; process all payments according to established hotel requirements.  Provide information and assistance to all guests and visitors. This position is scheduled weekly to cover two overnight agent shifts as well as vacation coverage.
RESPONSIBILITIES:
Maintain complete knowledge of and comply with all departmental policies, service procedures and standards
Ensure that standards are maintained at a superior level on a daily basis
Execute all service in accordance with Forbes 5 star standards.
Use equipment only as intended.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Perform Night Audit function when assigned on the overnight relief
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge at all times of:
All hotel features/services, hours of operation.
All room types, numbers, layout, decor, appointments and location.
All room rates, special packages and promotions.
Daily house count and expected arrivals/departures.
Room availability status for any given day.
Scheduled daily group activities / VIP’s.
Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
Accommodate room changes.
Document all guest requests, complaints or problems.
Allocate rooms and follow through on designated requirements, pre-register designated guests and prepare key packets.
Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
Adhere to all cashiering procedures:
Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
Make change for guests.
Cash guests' personal checks/travelers checks.
Post charges.
Run closing reports.
Count and secure bank.
Complete designated cashier reports.
Balance receipts.
Drop receipts.
All other duties as required. 
 
 

Job Requirements: QUALIFICATIONS:
 
Experience: Previous experience as a Front Desk Agent or equivalent customer service in an ultra luxury hotel. 
Education: High school diploma, College coursework or degree preferred 
General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data. 
Technical Skills: Ability to input and access information in the property management system/computers. OPERA, HotSOS experience preferred
Language: Required to speak, read and write English, with fluency in other languages preferred. 
Physical Requirements: Must be able to exert physical effort in transporting 25 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding. 
Licenses & Certifications: None required.

Requirements

See description

Job type
Fulltime job
Location
Lenox Hill, New York, NY, United States
Department
Front Office reception
Starting in
As soon as possible

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