Front Office Agent

Company Description:

Pacific 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, & Fulfillment

Job DescriptionWhat You Will Accomplish

The Front Desk Guest Services Agent creates a positive experience for all guests by delivering professional and pleasant service. You are responsible for ensuring that the check-in and check-out processes are smooth and efficient and are also responsible for performing other Front Office responsibilities. Our jobs aren't just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Front Desk Guest Service agent takes the initiative to deliver a wide range of services that guide guests through their entire stay. Their role goes beyond the traditional front desk to take ownership of the guest experience in the main areas of the hotel with a "guest first" mindset. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, delivering quality meals, or sharing the highlights of the local area, the Front Desk Guest Services Agent makes transactions feel like part of the experience.

Primary Responsibilities/Essential Functions:
Greet all guests with a warm welcome
Check guests in and out of rooms, as well as assigning rooms to guests
Answers telephones and takes messages when needed
May make, confirm or cancel guest reservations
Assists guests when shuttle services are requested
Computes bills and collects payment for guests
Replenish Computer Paper Supply
Assist Night Audit team members with posting and balancing of shift work
Attend all meetings as requested or assigned
Special projects as assigned by management
What You Will Bring Must be willing to work weekends and holidays
Ability to interact with all associates, leadership, guests of the hotel and vendors
Must be able to stand for an 8-hour shift
Ability to work semi-independently without direct supervision by following all AC Hotel Tempe standards
Intermediate level computer skills and knowledge of MS Excel required
Ability to work under minimal supervision
Read, write and speak English fluently
Must be able to count cash and make change
Ability to communicate effectively with the public and other associates
High school diploma or general education degree (GED); or equivalent combination of education and experience.
Two or more years related experience and/or training.
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.
Able to use mathematics to solve problems.
Must be able to speak, read, write and understand English to understand instructions, safety rules, and communicate with guests.
One to Two years of Customer Service Experience. Preferably in the hospitality industry.
AC Hotel by Marriott Brand experience.
Requires ability to use computers programmed with accounting software to record, store and analyze information.
Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods or in an emergency situation.
Able to work independently with minimal guidance and as part of a team.
Completes all required training as scheduled.
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.
Must maintain a clean and appearance and professional demeanor.

Great If you have

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is frequently required to stand, and push/pull, the employee is constantly required to. The employee must occasionally walk, climb stairs, stand, crouch/bend/stoop, reach, smell, and grasp and lift objects weighing up to 50 pounds. Specific vision abilities constantly required are near vision and occasionally required include close and far vision. Finger dexterity is required to operate a computer keyboard and calculator.

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.