Front Office Agent

Overview:

AN INSPIRING CAREER AWAITS YOU!The Kessler Collection is made up of 11 artful hotel and resort properties, 25 restaurants, and over 1,700 Grand Performers across seven states, we continue to grow and so will you! The opportunities are endless. Our mission of inspiring places, intuitive service, and exuberant guests means we are committed to our Grand Performers learning, development, and well-being.

We believe people want to be inspired!

Our Grand Performers Receive Many Benefits Including:

Marriott Employee Discounts Worldwide

Competitive Wage & Discretionary Bonus Program

Medical, Dental, Vision Insurance

Company-Sponsored Life Insurance

Short & Long-Term Disability Insurance

Pet Insurance

Tuition Reimbursement Program

401(K) with Discretionary Company Matching Contributions

Employee Assistance Program

Responsibilities:

JOB SUMMARYThe overall objective and purpose of the Front Office Agent position are to provide a warm welcome and hospitable service to our guests. The incumbent is responsible for ensuring a seamless arrival and departure experience and respond efficiently to guest requests. They are to provide the highest level of service in support of the company's mission, core values, standards, and goals.

CORE RESPONSIBILITIESGreet and interact with internal and external guests in a genuinely warm and friendly manner using professional and Kessler standard nomenclature

May assist in housekeeping duties such as cleaning public areas and guest laundry.

Maintain the integrity of the guests’ privacy, including confidentiality of personal information and key control

Process check-ins, check-outs, and room assignments

Coordinate with Housekeeping to track readiness of rooms for check-in

Communicate parking procedures to guests and visitors and dispatch bell/valet attendants as needed

Post guest charges and payments, process no-shows, and adjust disputed charges

Run daily reports and contingency lists. Conduct bucket checks to ensure accuracy

Verify rate codes and make appropriate adjustments on guest’ invoices

Block and unblock rooms according to the hotel’s need

Operate the telephone system, answering calls within three (3) rings, using the correct salutation and telephone etiquette

Process and respond to wake-up calls according to the standard operating procedure

Notify guests of messages and record them legibly and completely

Maintain knowledge of room types, hotel amenities and features, hours of operation, and area attractions

Respond promptly to questions, concerns, and special requests. The follow-up to ensure the guest is satisfied

Log guest requests and concerns according to the standard operating procedure. Communicate with departments promptly

Solve problems proficiently

Demonstrate effective sales techniques to upsell rooms, amenities, and products

Maintain a neat and organized work area

Maintain the integrity of Company proprietary information and protect Company assets

Maintain complete knowledge in the use of all office equipment, property management systems, and access according to specifications

Maintain complete knowledge and comply with company policies and procedures

Maintain neat, clean, and professional appearance according to standards

Follow all company safety and security policies and procedures. Report accidents, injuries, and unsafe conditions

Welcome and acknowledge guests with disabilities and follow proper procedures to accommodate needs.

Develop and maintain a positive working relationship and support the team to achieve our goals

Attend required training and meetings

All other duties as assigned, planned or un-planned

Qualifications:

KNOWLEDGE, SKILLS, AND ABILITIES Ability to perform all tasks at the front desk and proficiently use job-related software, property management systems, and office equipment

Ability to remain calm in various situations, use sound judgment and effectively solve problems

Ability to read and interpret documents such as safety rules and procedural manuals

Ability to demonstrate cash handling procedures and calculate figures and amounts such as discounts, commissions, upgrades, and percentages

Strong written, verbal, and interpersonal skills

Comprehensive knowledge of office equipment and property management systems

MINIMUM QUALIFICATIONSBachelor’s degree in Business or related training equivalent - required

1+ year of relevant work experience in similar scope and title – required

Experience within luxury brand/markets - required

Student or graduate of hotel management – preferred

SUPERVISORY RESPONSIBILITIESNone

WORK ENVIRONMENTMust be comfortable working in a shared space, with constant noise, without the use of a private office.

Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism & collaboration.

Schedules may vary from week to week based on business demands in excess of or less than 40 hours with or without notice.

PHYSICAL DEMANDSWhile performing the duties of this job, the incumbent is regularly required to see, hear, reach, use fingers to handle and feel, stand, stoop, bend and crouch up to 8 hours daily.

Push, pull, and lift up to 50 lbs.

While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane, or other means of transportation, which require sitting, waiting, and standing for long and short periods of time.

The Kessler Collection is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics

Permanent