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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 manage all front desk operations, including check-in, check-out, cash handling, guest assistance, problem-solving, and concierge services. This role is crucial for supporting all operating departments and ensuring excellent guest experiences.

Responsibilities

Provide gracious and sincere customer service to all arriving and departing hotel guests and visitors.
Conduct Front of the House business, including answering telephones, taking reservations, managing hotel email, checking guests in and out, completing group pre-registrations, posting charges, processing payments, communicating with Housekeeping and Engineering, and handling mail and deliveries.
Anticipate guests' needs and promptly acknowledge all guests.
Resolve guest complaints, problems, and suggestions effectively, escalating to management when necessary.
Develop an in-depth understanding of the property management system (Opera).
Communicate hotel services and amenities to guests and provide Concierge service.
Maintain a fluent knowledge of local restaurants, special events, city attractions, and activities.
Understand hotel information to increase revenues and enhance customer satisfaction, including rate structures, sales strategies, room types, and amenities.
Maintain awareness of current business levels.
Complete shift checklists and special projects.
Handle cash, credit, and gift certificate transactions accurately.
Maintain cleanliness and organization of the front desk and lobby areas.
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 and proper equipment handling.
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, with knowledge of Google Workspace preferred.
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, stoop, push or pull heavy loads up to 40 lbs., and lift/carry 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 management
Email communication
Payment processing
Interdepartmental communication
Guest relations
Property management system (Opera)
Local area knowledge (restaurants, events, attractions)
Sales strategies
Revenue management awareness
Organizational skills
Time management
Attention to detail
Technology proficiency
Interpersonal skills
Professional demeanor
Adaptability
Stress management

Location

San Francisco

Work Type

Full-time
Onsite

Experience Level

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

Education Level

High school diploma or equivalent.

Salary/Compensations

$28.00 - $29.00 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

Axiom Hotel, located in Union Square, San Francisco, blends history with modern digital touches. It is a pet-friendly boutique hotel offering seamless technology and elevated guest service in a classic, century-old building refreshed with modern elements. 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.
Modus by PM Hotel Group will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)