Front Desk Agent | Full Time | The Marker Union Square San Francisco

We are currently looking for an experienced Front Desk Agent for The Marker Hotel in San Francisco. We believe our guests shouldn't be the only ones wanting to keep on coming back - our team members should also! Everyone should leave work feeling great about their day, that's why we hire exceptional individuals who not only provide extraordinary experiences for our guests but also curate a fun work environment. We support the idea of being an inclusive team, this means every unique team member is an essential part of the hotel's success- we're in this together.

JOB OVERVIEW: Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet Crescent and brand high standards of quality.

REPORTS TO: Front Office Manager

ESSENTIAL JOB FUNCTIONS:

1. Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

2. Complete the registration process by inputting and retrieving information from a computer system, and confirming pertinent information including a number of guests and room rate. Promote Crescent and brand marketing programs. Make an appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.

3. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers' checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.

4. Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested.

5. Close guest accounts at the time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowances.

6. Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.

7. Comply with attendance rules and be available to work on a regular basis.

8. Perform any other job-related duties as assigned.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to "pitch in" and help co-workers with their job duties and be a team player. Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts. Ability to stand and move throughout the front office and continuously perform essential job functions. Ability to access and accurately input information using a moderately complex computer system. Ability to observe and detect signs of emergency situations. Ability to establish and maintain effective working relationships with associates, customers, and patrons.

Innovative - Consistently introduces new ideas and demonstrates original thinking
Team Player - Works well as a member of a group
Enthusiastic - Shows intense and eager enjoyment and interest
Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well

Peer Recognition - Inspired to perform well by the praise of coworkers
Growth Opportunities - Inspired to perform well by the chance to take on more responsibility

2 years: Customer Service (required)
2 years: Hospitality (required)