Front Office Agent

Santa Fe, NM, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Type:

Hourly

Rate:

Range $17.50 - $18.50

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Employee Discounts

Retirement Plan

Vision Insurance

Holiday pay

Job Description

Rosewood Inn of the Anasazi is a distinguished boutique hotel located in Santa Fe, New Mexico, renowned for its intimate and world-class retreat atmosphere. This hotel celebrates the rich cultural heritage and creative spirit of the region, paying homage to the area's early Native American Anasazi tribe as well as its history as an early Spanish establishment and ongoing legacy as an artist colony. The hotel’s interiors proudly display a carefully curated art collection composed of handcrafted textiles, paintings, carvings, and baskets, which blend Native, Hispanic, and Anglo influences. Guests at Rosewood Inn of the Anasazi enjoy an immersive experience... Show More

Job Requirements

High school diploma
prefer 1 year previous experience as a guest relations agent or equivalent customer service role
prefer experience in a luxury hotel environment or with a luxury brand
ability to input and access information in the property management system/computers
required to speak, read and write English
physical ability to transport up to 30 pounds
ability to endure various physical movements and remain stationary during work periods
strong communication skills to interact effectively with guests and co-workers
maintain confidentiality of guest information and hotel data
work with minimal supervision

Job Qualifications

High school diploma
prefer 1 year previous experience as a guest relations agent or equivalent customer service role
prefer experience in a luxury hotel environment or with a luxury brand
ability to input and access information in the property management system/computers
required to speak, read and write English, with fluency in other languages preferred
ability to perform job functions with attention to detail, speed and accuracy
prioritize, organize and follow-up
be a clear thinker, remaining calm and resolving problems using good judgment
follow directions thoroughly
understand a guest's service needs
work cohesively with co-workers as part of a team
work with minimal supervision
maintain confidentiality of guest information and pertinent hotel data

Job Duties

Check-in/check-out hotel guests courteously and efficiently
process all payments according to established hotel requirements
provide information and assistance to all guests and visitors
maintain complete knowledge of and comply with all departmental policies, service procedures and standards
ensure that standards are maintained at a superior level on a daily basis
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 at all times of all hotel features/services, hours of operation, all room types, numbers, layout, decor, appointments and location, all room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status for any given day, scheduled daily group activities/VIPs
obtain assigned bank and ensure accuracy of contracted monies, keep bank secure at all times
meet with supervisor to review daily assignments and priorities
access all functions of computer system, set up work station with necessary supplies
answer department telephone within 3 rings, using correct greeting and telephone etiquette
promote positive guest relations to all individuals approaching the front desk
process all guest check-ins
confirm reservation in system and review all noted information
sell room type agreed upon for guests without reservations
register guest in the computer
verify reservation information with guest
obtain back-up information for guest credit/payment method and input into system
collect cash when designated
assign guest room
advise guest of any messages, mail, faxes received for them
communicate services and amenities of the hotel to guests
obtain proper identification for tax exempt guests and attach form to registration card
assist with escorting guest and arranging/transporting luggage to the room
maintain guest history files on all guests
communicate VIP arrivals to designated personnel for escort and delivery of amenities
set up accurate accounts for each guest checking in according to requirements
accommodate room changes
document all guest requests, complaints or problems
take, record and relay messages accurately, completely and legibly
accept and record wake-up call requests
issue safe deposit boxes to guests and ensure security of keys
distribute all guest and department mail
monitor, send and distribute guest faxes
document and confirm reservations and cancellations
block rooms in computer and follow through on designated requirements
pre-register designated guests and prepare key packets
communicate pertinent guest information to designated departments/personnel
generate, print and distribute daily and weekly reports
resolve discrepancies on the room status report with housekeeping
match bucket check to in-house guest ledger report
report discrepancies to manager
process all check-outs
resolve any late charges
present folio to guest and resolve any disputed charges
settle guest accounts
inquire with guests for comments on their stay
process express check-outs
handle requests for late check-outs
conduct group check-ins/outs
assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information
adhere to all cashiering procedures including processing adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges, making change for guests, cashing personal checks/travelers checks, posting charges, running closing reports, counting and securing bank, completing designated cashier reports, balancing receipts, dropping receipts
document pertinent information in the log book/software system/front desk checklist
perform all other duties as required

Job Qualifications

Experience

Mid Level (3-7 years)

Job Location

We didn't receive the exact location for this job posting,

please contact the employer.

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