Sage Hospitality Resources Front Desk Agent in Boston, Massachusetts

Req # 5563BR

Job Title Front Desk Agent

Position Type Full Time - Regular

Location Name Hotel Commonwealth Boston

City Boston

State MA

Why Us Unscripted Honest Hospitality

At Hotel Commonwealth, we begin with a simple premise. We take cues from each guest to help define how we can be distinctly ‘of service’ to them – it’s a guest-changing philosophy that doesn’t live in a manual, but rather within the DNA of our brand. Unscripted hospitality plays out daily in all we do. It empowers our employees to provide incomparable, authentic service. And it has earned Hotel Commonwealth the distinction of being Boston’s most beloved hotel on Trip Advisor for three consecutive years.

Posting Overview

POSITION FOCUS:

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Provide information concerning the hotel and the city to the guests and service their immediate needs as thoroughly as possible. Create unique experiences for our guests in the market that create guest loyalty and support overall service experience.

This position will require flexible availability to serve as a Front Desk Agent for various shifts.

ESSENTIAL RESPONSIBILITIES

 Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guest are satisfied and in rooms as requested.

 Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.

 Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.

 Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.

 Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.

 Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.

 Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.

 Maintains a friendly, cheerful and courteous demeanor at all times.

 Performs other duties as assigned, requested or deemed necessary by management

 Provide information and assist guests concerning: restaurants, theater/musical productions, airlines, automobile,

rentals, transportation directions, office services, beauty/barber establishments, any other appropriate services and render the services of reservations for such.

 Offer services of ticket agencies, limousine service and tour guide organizations to guests.

 Service each guest comment/complaint according to procedure -escort and service VIP guests.

OTHER RESPONSIBILITIES

 Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.

 Contributes and maintains established information and communications sources such as department and front desk log books in order to enhance department communications and operations.

 Provides assistance to other employees and departments to contribute to the best overall performance of the department and the hotel.

 Familiarize oneself with the area; i.e., social, cultural, historical and physical attractions.

 Perform any additional duties assigned by leadership.

 Maintain and control concierge equipment.

 Perform duties concerning check-in and check-out of concierge guests with the front desk according to procedures.

 Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD

Requirements

Competencies

Dealing with Ambiguity

Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.

Compassion

Genuinely cares about people; is concerned about their work and non-work problems; is available and ready to help; is sympathetic to the plight of others not as fortunate; demonstrates real empathy with the joys and pain of others.

Composure

Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.

Interpersonal Savvy

Relates well to all kinds of people – up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.

Knowledge/Skills

Must have high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.

Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills. Must be fluent in oral and written English.

Must have vision ability to read written communiques and monochrome computer screen.

Must have hand and finger dexterity to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.

Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.

Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.

Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.

Abilities

90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing, Mobility - must be able to reach all areas of hotel to assist clients. Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.

Education/Formal Training

High School diploma or equivalent

Experience

None required

Material/Equipment Used

Standard office equipment including but not limited to: telephone, copier, cash register, PC, fax machine, and PBX machine.

Environment

Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95%

EEO Statement

We are proud to be an EEO/AA employer M/F/Disabled/Veterans. We maintain a drug-free workplace and perform pre-employment substance abuse testing.