Pyramid Hotel Group

  • Front Desk Agent

    Hotel/Resort Name Revere Hotel Boston Common
    Posted Date 6 days ago(12/3/2018 5:23 PM)
    Location : Company Name
    Pyramid Hotel Group
    Location
    US-MA-Boston
    Department
    Front Office
    Position Type
    Regular Full-Time
    # of Openings
    1
    Requisition ID
    2018-4294
  • About Us

    Situated in the heart of Boston, the Revere Hotel Boston Common is inspired by the spirit of the city, yet reveling in the non-traditional.  The rebirth of the upscale Back Bay hotel is inspired by the legendary Paul Revere, and offers a multi-layered guest experience that is equal parts social, intelligent, edgy, and engaging.  The property now embodies an abstracted modern interpretation of Longfellow's iconic poem, and incorporates the symbolism of Paul Revere's midnight ride through the streets of downtown Boston.

    Description

    JOB SUMMARY:
    Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet Pyramid Hotel Groups' high standards of quality.


    KEY RESPONSIBILITIES:
    The Front Desk Agent will:

    • Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
    • Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Promote Hotel's marketing programs. Make appropriate selection of rooms based on guest needs. Make guestroom keys. Non-verbally confirm the room number and rate. Requires continual standing and movement throughout front office area.
    • Verify credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travellers checks, and other forms of payment. Convert foreign currency at current posted rates. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
    • Promptly answer the telephone using positive and clear English communication. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
    • Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
    • Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
    • Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.  Take ownership of guests challenges and follow through to ensure guest satisfaction. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.


    SUPPORTIVE FUNCTIONS:

    In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

    • Summon bell-staff assistance to escort guests to their rooms as appropriate.
    • Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.
    • Use the photocopier to make copies of items as required.
    • Other duties as assigned by the supervisor such as assisting PBX operators or reservations agents.

    Requirements

    SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

    The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

    • Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
    • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
    • Ability to stand and move throughout front office and continuously perform essential job functions.
    • Ability to read, listen and communicate effectively in English, both verbally and in writing.
    • Ability to access and accurately input information using a moderately complex computer system.
    • Hearing and visual ability to observe and detect signs of emergency situations.
    • Experience with Opera is a plus but not required. 

    CANDIDATE PROFILE:
    This is a full-time role. Due to the cyclical nature of the hospitality industry employees may be required to work varying schedules to reflect the business needs of the hotel. This positions requires a flexible schedule.

     


    Education:

    High school diploma preferred.

    Experience:

    No prior experience required. Prior hospitality experience preferred.

    All employees must maintain a neat, clean and well groomed appearance (specific standards available).

    Other:

    Applicants with additional language skills preferred.

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