Front Desk Agent, Lafayette Park Hotel & Spa

Job Description

Job Description

The luxurious Lafayette Park Hotel and Spa ranks #1 in the region, thanks to stylish guest rooms and suites, top-tier dining, sparkling event spaces and service that's both gracious and intuitive. Winner of the 2020 Wine Spectator Award of Excellence, The Park Bistro & Bar is where contemporary bistro fare meets European flair, offering a vibrant atmosphere combined with farm-to-table California cuisine. The Spa at the Park promotes well-being through a holistic approach that rejuvenates the mind, body and spirit. With an array of specialty treatments, the Spa at the Park is truly the best day spa the East Bay has to offer. 

Our Front Desk Agents greet and treat our guests with gracious and efficient service and are a key part of creating a flawless arrival experience. They handle guest registration and departure details and close out guest accounts upon completion of the stay to meet the hotel’s high standard of quality. It is through their warmth and courteous manner that we are able to demonstrate the Woodside Spirit in all of our Front Desk interactions.   

• Greets guests immediately with a friendly and sincere welcome, registers, and assigns rooms to guests.  
• Provides information to the Guest regarding the hotel/lodge and its services, such as outlets hours, local attractions, etc.  
• Completes the registration process by inputting and retrieving information from the computer system, confirming pertinent information including room rate and number of guests.  
• Codes the electronic keys, issues the room key folder to the guest and the mini bar key.  
• Verifies and imprints credit cards for authorization using electronic acceptance method.  
• Handles cash and makes change and balances the assigned cash bank.  
• Accepts and records vouchers, travelers checks and other forms of payment.  
• Promptly answers the Front Desk telephone within three rings using the correct daytime greeting and proper telephone etiquette.  
• Answers inquiries pertaining to hotel services; registration of guests; and shopping, dining, entertainment, and travel directions.  
• Inputs messages into the computer. Retrieves message and communicate the content to the guest.  
• Retrieves mail, small packages and facsimiles for guests as requested.  
• Assist guests at check out and ascertain satisfaction and assist in resolving the issue if a problem of dissatisfaction arises.  
• Fields Guest complaints, conducting through research to develop the most effective solutions.  
• Listens and extends assistance in order to resolve problems such as rate conflict or facilities issues.  
• Makes restaurant, transportation, or entertainment reservation, and arranges for tours.  
• Deposits guests' valuables in hotel safe or safe deposit box.  
• Summons Bell staff assistance to escort guest to their room as appropriate.  
• Retrieves registration cards from the files for each check out.  
• All other duties as assigned by the supervisor.   

Regular attendance in conformance with the standards, which may be established by the Hotel from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action up to and including termination.  

Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel.  

Upon employment, all associates are required to fully comply with the hotel rules and regulations for the safe and efficient operation of the hotel facilities.  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   

• The ability to effectively deal with internal and external customers some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.  
• Ability to access and accurately input information using a moderately complex computer system.  
• Able to communicate in a positive and clear speaking voice.  
• Excellent organizational skills.  
• Ability to read, listen and communicate effectively in English both verbally and in writing.  
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  
• Ability to write routine reports and correspondence.  
• The ability to speak additional languages other than English is preferred.  
• Meets legal age requirements for the position   

High school diploma is preferred. Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. Prior Hospitality experience is preferred  

None required  

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

While performing the duties of this job, the associate is regularly required to stand; use hands to finger, handle, or feel; and talk or hear. The associate frequently is required to walk and reach with hands and arms. The associate must occasionally lift and/or move up to 10 pounds.  

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

The noise level in the work environment is usually moderate.  

GROOMING

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

PAY SCALE

The pay rate for this position is $20.00 per hour.  This is the pay rate for this position that the Hotel reasonably expects to pay. 

Lafayette Park Hotel & Spa is an equal employment opportunity employer. Company policy prohibits unlawful discrimination based on race, color, national origin, ancestry, ethnicity, religion (including religious dress and grooming), sex, gender, sexual orientation, gender identity (including gender-related appearance and behavior), partnership status, pregnancy (childbirth, breastfeeding, or related medical condition), age, physical or mental disability, medical condition, military or veteran status, status as a victim of domestic violence, sexual assault, or stalking, genetic information, marital status, ethnicity, alienage, citizenship status or any other protected classification, in accordance with applicable federal, state, and local laws. Consistent with the American’s With Disabilities Act, applicants may request accommodation needed to complete the application process. Please contact the People and Culture Department if you have any questions regarding this policy.