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About the Role

The Front Desk Agent is responsible for processing all guest check-ins, check-outs, room assignments, and room change/late check-out requests. This role requires securing payment, activating/reissuing room keys, and ensuring rates match market codes with documentation of exceptions. The agent will also verify/adjust billing, communicate with staff regarding guest waiting times, advise guests of messages, and coordinate with Housekeeping to track room status. Providing information and assistance to all guests and visitors is a key aspect of this position.

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.
• Input reservations.
• Perform additional duties, as assigned.

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.
• 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.
• All colleagues must maintain a neat and well-groomed appearance.
• The Front Desk Agent may be required to work varying schedules to reflect the business needs of the hotel, including but not limited to weekends and holidays.

Skills

• Opera & Microsoft Outlook is a plus.
• Fluency in English both verbally and non-verbally.
• Fluency in additional languages a plus.

Location

• San Francisco

Work Type

• Full Time
• Hourly

Experience Level

• 1 to 2 years of previous experience in a similar position in a luxury hotel preferred.

Education Level

• College degree preferred.

Salary/Compensations

• $31.21 per hour

Benefits

• Tiered Medical Plans- Cigna or Kaiser
• Disability
• Tiered PPO Dental Plans
• Voluntary Supplemental Medial Plans
• Vision
• Paid Holidays
• Employee Assistance Program
• PTO and Sick Pay
• Flexible Spending Account (FSA)
• 401K Matching Program
• Life & AD&D Insurance
• Pre-Tax Commuter and Parking Benefits

About the Company

• Inspired San Francisco experiences start at our Fisherman’s Wharf boutique hotel. Hotel Zoe is known for its unbeatable location, award-winning service, and outstanding cuisine, but it’s our whimsical spirit that really sets us apart. As part of the EOS Hospitality Group, we believe in Shared Accountability, Humility & Kindness, Creative Problem Solving, Collaboration & Community and Do Well and Do Good.

Equal Opportunity

• Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Hotel Zoe is an Equal Opportunity Employer without regard to people formerly experiencing homelessness, race, color, creed, gender, gender expression, gender identity, religion, marital status, registered domestic partner status, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), sexual orientation, age, veteran status, national origin or ancestry, political affiliation, physical or mental disability, medical condition including genetic characteristics, or any other consideration made unlawful by federal, state, or local laws. Hotel Zoe hiring policies require a background check for all applicants working directly with at-risk populations.