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About the Role

Axiom Hotel in San Francisco is seeking a friendly, detail-oriented, and hardworking Front Desk Agent/Night Auditor to join their team. This role is crucial for operating all front desk functions, ensuring excellent guest experiences, and supporting all operating departments.

Responsibilities

• Operate all functions of the front desk, including check-in, check-out, cash handling, luggage assistance, problem-solving, and concierge services.
• Provide gracious and sincere customer service to all arriving and departing hotel guests and visitors.
• Answer telephones promptly and professionally.
• Take reservations in person and over the phone.
• Read and respond to hotel emails.
• Complete group pre-registrations and key packets.
• Post charges and process payments.
• Communicate with Housekeeping and Engineering.
• Handle mail and coordinate deliveries of messages and packages.
• Anticipate guests' needs and acknowledge all guests promptly.
• Resolve guest complaints, problems, and suggestions effectively.
• Develop an in-depth understanding of the property management system (Opera).
• Communicate hotel services and amenities to guests and provide Concierge service.
• Maintain fluent knowledge of local restaurants, special events, city attractions, and activities.
• Maintain awareness of current business levels.
• Complete shift checklists and special projects.
• Correctly handle all cash, credit, and gift certificate transactions.
• Keep the front desk and lobby areas clean and well-organized.
• Be available to work irregular hours, including evenings, weekends, and holidays.
• Be familiar with hotel emergency procedures and provide assistance during emergencies.
• Follow all company policies and procedures.
• Immediately report all suspicious occurrences and hazardous conditions.
• Maintain the cleanliness and safety of work areas.
• Follow all company safety standards.
• Attend all mandatory meetings.
• Perform other tasks, including cross-training, as directed.

Requirements

• High school diploma or equivalent.
• A minimum of two years’ experience in a customer/guest service and/or public contact related job.
• Computer literacy, ideally with knowledge of Google Workspace.
• High comfort level with various aspects of technology.
• Excellent interpersonal skills and the ability to work well with co-workers and the public.
• Possess a courteous, friendly, and professional manner.
• Ability to solve practical problems and deal with a variety of situations.
• Ability to effectively deal with internal and external customers with patience, tact, and diplomacy.
• Ability to work well under pressure and handle multiple tasks simultaneously.
• Endure various physical movements throughout the work areas, such as reaching, bending, and stooping.
• Remain in a standing, stationary position for a maximum of eight hours (excluding breaks).
• Ability to grasp, bend, and stoop; push or pull heavy loads weighing up to 40 lbs.; and lift and/or carry or otherwise move packages, boxes, and luggage.
• Periodically required to work at a very fast pace, under pressure.

Skills

• Customer service
• Cash handling
• Problem-solving
• Concierge services
• Telephone etiquette
• Reservation taking
• Email communication
• Payment processing
• Interpersonal skills
• Technology proficiency
• Opera property management system

Location

• San Francisco

Work Type

• Full-time
• Onsite

Experience Level

• Minimum of two years' experience in customer/guest service or public contact

Education Level

• High school diploma or equivalent

Salary/Compensations

• $28 - $29 hourly

Benefits

• Double pay on company recognized holidays if worked
• Discounted hotel stays within Modus/PM Portfolio
• Access to a portion of earned wages before payday
• Paid Sick Leave
• Free Online Therapy
• Employee Referral Program
• Tuition reimbursement opportunities

About the Company

• Located in Union Square, San Francisco, Axiom Hotel blends history with modern digital touches.
• A pet-friendly boutique hotel offering seamless technology and elevated guest service.
• Housed in a classic, century-old San Francisco building refreshed with modern touches.
• The hotel aims to provide guests with an experience of the “Center of Next.”

Equal Opportunity

• We are an equal opportunity employer.
• We actively respect the right of any qualified individual who performs to Modus standards to work.
• Discrimination based on gender, age, race, religion, national origin, marital status, sexual orientation, disability, or any other characteristic not related is prohibited.
• Modus by PM Hotel Group will not discharge or discriminate against employees or applicants based on inquiries about, discussions of, or disclosures of their own pay or the pay of others.
• Employees with access to compensation information cannot disclose it unless legally required or in response to a formal complaint or investigation.
• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.