Job title: Front Office – Front Desk Agent
Company: Pacific Hospitality Group
Job description: Front Office – Front Desk AgentAC Hotel New Orleans French Quarter, 221 Carondelet Street, New Orleans, Louisiana, United States of America Req #496Friday, March 28, 2025Pacific Hospitality Group provides a unique value proposition to investors and team members through our owner/operator approach. We are a family focused company committed to long-term holds that enable us to grow our business and our team members. Our vision is to enrich people’s lives by offering memorable experiences, giving back to our communities and honoring God in all that we do. We are focused on long-term value creation and sustainable growth.Our Guiding Principles:Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect, & FulfillmentJob DescriptionWhat You Will AccomplishThe Guest Service agent position provides a warm and welcoming experience for all guests and visitors. Handles all aspects of guest registration/check-in and checkout procedures. Provides special assistance and information about the hotel, hotel amenities, and local area attractions. Resolves guest concerns and provides professional service to gain a high level of guest confidence and satisfaction. Enters information into computer system, collects funds and runs necessary reports. Seeks opportunities to maximize revenue.What You Will Bring
- Welcomes guests by greeting them in an enthusiastic and professional manner, answering questions and responding to requests. Provides information about hotel and hotel amenities.
- Registers hotel guest by obtaining or confirming room requirements, verifying pre-registration, assigning rooms, obtaining information and signatures. Issues door key cards. Establishes guest credit by verifying credit cards or obtaining cash. Seeks opportunities to maximize revenue.
- Directs guests to hotel rooms by showing room locations on a hotel map. Calls bell-person.
- Effectively handles internal and external customers, some of whom may require a high level of patience, tact, and diplomacy to defuse anger. Collects accurate information and resolves conflicts. Keeps immediate supervisor promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken. Communicates with other departments to fulfill guest needs.
- Maintains hotel records by entering required room and guest account data into systems. Performs all guest accounting functions according to hotel procedure to ensure all guest and house accounts are completed and accurate. Collects hotel revenue by entering services and charges, computing bills, and obtaining payments. Runs all necessary reports and balances paperwork.
- Maintains accuracy of cash banks. Balances funds and provides change.
- Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
- Notifies management of any problems resulting from guest complaints, intoxication disruptive behavior.
- Follows all safety policies and procedures. Reports potential safety issues to managers whenever observed and takes immediate action to resolve them in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team members have responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their manager. Maintains strict compliance with hotel’s Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
- Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.
Other Responsibilities/Supportive Functions:
- If working overnight shift may be required to prepare breakfast vouchers for arriving guests and deliver folios (bills) to guest who will be checking out that morning. May be required to walk property (including parking areas) to identify suspicious activity and contact appropriate authority as needed.
- May provide concierge assistance by providing information about services guests may require, such as dining, recreation, entertainment, shopping, business, travel, and hotel amenities. May assist with related reservations.
- Receives and responds to incoming telephone calls from the public and guests. Receives and processes telephone and walk-in reservations accurately to ensure guest satisfaction.
- Conveys messages and deliveries to guests by receiving and delivering messages, mail, facsimiles, packages, and guest supplies.
- Improves job knowledge by attending training sessions as instructed.
- Contributes to guest services and hotel success by welcoming related, different and new requests. Helps others accomplish job results.
- Remains aware of guest satisfaction scores and works toward increasing overall guest satisfaction.
- Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.
- Maintains proper lighting and music volume according to property sensory standards.
Note: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change, or rescind work assignments and to make reasonable accommodations as needed.Qualifications (relevant experience, education, and training):
- Guest service or customer service experience desired.
- Must have excellent customer service/communication skills to work with guests of various social, cultural, economic, and educational backgrounds for the purpose of resolving problems/complaints and providing a high level of guest satisfaction.
- Requires ability to perform basic math skills.
- Requires basic computer skills to enter data, read, and interpret information.
- Requires attention to detail. Must be able to solve problems and remain calm and alert handling difficult guests, during busy activity periods or in an emergency situation.
- Must be able to speak, read, write and understand English to understand instructions, safety rules, and communicate with guests. Proficiency in another language a plus.
- Able to work independently with minimal guidance and as part of a team.
- May be required to possess a Food Handler’s certificate if assigned to the night shift.
- Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends, and alternate shifts.
- Completes all required training as scheduled.
- Must maintain a clean appearance and professional demeanor.
Great If you have
- Successful proficiency in accounting procedures.
- Meticulous attention to detail.
- Strong organization capabilities.
- Guest service or customer service experience desired.
- An independent work ethic.
Special Skills & Abilities/Mental and Physical Demands:While performing the duties of the job the team member regularly stands for sustained periods of time or walks from one work area to another. While performing the duties of the job the team member frequently uses fingers to enter data into computer or operate office equipment. The team member occasionally grasps objects. The team member frequently reaches by extending hand(s) and arm(s) in any direction. The team member occasionally stoops and crouches. The team member regularly talks when communicating with guests. The team member regularly needs to hear voices while interacting with guests. Exerts up to 70 pounds of force occasionally when moving luggage. The team member is required to have close visual acuity to prepare and analyze data and figures and view a computer terminal. The team member is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned and to make general observations of facilities. The team member is subject to inside environmental conditions. The noise level is moderate. The team member is subject to hazards which include proximity to electrical current found in office related equipment. The team member is occasionally subject to atmospheric conditions such as perfumes, odors, or dusts. (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws.This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Expected salary:
Location: New Orleans, LA
Job date: Sat, 29 Mar 2025 23:04:28 GMT
Apply for the job now!