Guest Services Agent

MISSION STATEMENT:

Our mission is to create experiences by embracing and empowering a diverse collective of team members, collaborators, and guests, who chose to call The Standard home.

Position Department:

Front Office

 

Reports To:

Direct: Director of Front Office, Front Office Manager

 

Supervises:

N/A

 

Key Relationships:

Internal: Front Office, F&B, Reservations, Events, Housekeeping, Engineering, Guest Relations

 

 

External: Hotel guests/visitors,

 

 

Work Area:

Front Office


Duties and Responsibilities:

·         Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

·         Maintain complete knowledge of correct maintenance and use of equipment.  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.

·         Resolve guest complaints, ensuring guest satisfaction.

·         Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

·         Maintain complete knowledge of:

o   scheduled daily activities

o   in-house groups

o   hotel extension numbers

o   beeper number/radios carried by hotel personnel

o   all special requests (DND, screen calls, NRG, etc.)

o   hours of operation of each outlet

o   features and services provided by the hotel

·         Set up work station with necessary supplies and resource materials.

·         Access all functions of system.

·         Accommodate all telephone and email requests in a congenial manner within minutes of request.

·         Respond to all incoming telephone calls within 3 rings, using proper salutation and closing.

·         Route callers to requested guest or hotel personnel/department.

·         Place calls on "hold".

·         Provide callers with accurate information on hotel facilities and services.

·         Accept and process all guest requests for:

o   Screening calls

o   Do not disturb

o   Call forwarding

o   Conference calls

o   Non-registered guest

·         Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

·         Monitor busy lines; check back with caller on hold to update status and offer to take a message.

·         Monitor unanswered lines; return to caller after 3 rings to update status and offer to take a message.

·         Take, record and relay messages accurately, completely and legibly.  Activate/deactivate guest room message light accordingly; distribute hotel personnel/department messages to designated location.

·         Accept, record and deliver wake-up calls.

·         Document all guest complaints or problems; notify designated department/ personnel for resolving the situation; follow up to ensure completion and guest satisfaction.

·         Assist in emergency situations as central communication center for hotel.

·         Handle all reservation calls after PBX departure.  Process, record and follow-up any details relative to such.

·         Receive and process 3rd party credit card authorizations via Celopay

·         Provide VIP service to our Red members to coordinate reservations at any Standard Brand Hotel.

·         Input guest valet information into Elimiwait

·         Assist with Reservation calls.

·         Process confirmation letters for reservations.

·         Assist at Front Desk as assigned.

·         Receive, sort and distribute all guest mail and update information in “Track it”

·         Monitor guest facsimile machine for incoming faxes; process outgoing faxes for guests.

 

Qualifications and Requirements:


Brand Ambassador:
Throughout the hotel we actively seek to employ a unique, diverse and thoughtful group of people that are committed to delivering our unconventional brand of hospitality while also growing with us.

·         They are committed to and fully comprehend the idea of being of service;

·         They do not just delight guests, but excite them–by creating unique, unexpected & memorable experiences;

·         They are ambitious, vibrant and social/friendly individuals;

·         They genuinely embrace diversity in all forms, interested to have people from all race and gender to be their friend;

·         They encourage genuine relationships with guests that enable them to not only preempt needs but foresee desires;

·         They have personality and depth;

·         They have a desire and unyielding appetite for learning & knowledge—being in-the-know with what is happening in the city and around the world;

·         They are creative in areas like music, cinema, art, performance, fashion, design, tech and business;

·         They are engaging, socially adept and solution-based individuals able to navigate the scene with confidence and ease;

·         They are able to entertain guests in a compassionate, respectful and meaningful manner;

·         They are authentically themselves;

·         They want to play a role in constructing a kinder and better world.


Essential:

·         Physical:

o   Frequently standing up behind the desk and front office areas

o   Carrying or lifting items weighing up to 50 pounds

o   Handling various objects

o   Use a keyboard to operate various property management and reservations systems, etc.

·         Understanding: Ability to read, comprehend and carry out instructions according to established procedures

·         Comprehension: Fluent in the English language

·         Organizational Skills: Work efficiently, utilize multi-tasking, prioritize tasks

·         Hygiene and Sanitation: Adherence to uniform, grooming and personal hygiene standards and expectations per SOP’s

·         Punctuality: Adherence to posted schedule and arrival time and attendance at mandatory meetings when scheduled

·         Responsibility: Personal comportment in line with Standard, New York policies, standards, and expectations

·         Guest-service oriented

·         Strong interpersonal and communication skills

·         Ability to problem solve and think on your feet

 

Desirable:

·         Multi-lingual

·         Prior work experience in a related area

·         College degree or currently studying hospitality, business, management

 

Salary: $21 an hour 

Standard High Line Employer, LLC (the “Company”) is an Equal Opportunity Employer. All employment decisions are to be made without regard to race, color, age, sex, gender, sexual orientation, gender identity or expression, pregnancy, religion, creed, marital status, transgender status partnership status, familial status, national origin/ancestry, alienage or citizenship status, unemployment status, mental or physical disability or medical condition, handicap, military status, veteran’s status, genetic information, status as a victim of domestic violence, status as a victim of sex offenses or stalking, employment status, or any other status protected by federal, state, or local law. We endeavor to select, place, train, and promote the best qualified individuals based upon job-related factors such as ability, work quality, suitability, experience, and potential.

 

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