Front Office Agent

Front Office AgentAn inspiring career awaits you! The Kessler Collection is a portfolio of luxury boutique hotels, unique restaurants and experiences with a Bohemian twist. The collection's captivating hotels feature curated art, original music, unique architecture and stories around every corner, all located in destinations people want to be. 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!Grand Performers in qualifying roles may enjoy a range of benefits, including:Marriott Employee Discounts WorldwideMedical, Dental, Vision InsuranceCompany-Sponsored Life InsuranceShort & Long-Term Disability InsuranceTuition Reimbursement Program401(K) with Discretionary Company Matching ContributionsEmployee Assistance ProgramJob 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 nomenclatureMay 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 controlProcess check-ins, check-outs, and room assignmentsCoordinate with Housekeeping to track readiness of rooms for check-inCommunicate parking procedures to guests and visitors and dispatch bell/valet attendants as neededPost guest charges and payments, process no-shows, and adjust disputed chargesRun daily reports and contingency lists. Conduct bucket checks to ensure accuracyVerify rate codes and make appropriate adjustments on guest invoicesBlock and unblock rooms according to the hotel's needOperate the telephone system, answering calls within three (3) rings, using the correct salutation and telephone etiquetteProcess and respond to wake-up calls according to the standard operating procedureNotify guests of messages and record them legibly and completelyMaintain knowledge of room types, hotel amenities and features, hours of operation, and area attractionsRespond promptly to questions, concerns, and special requests. The follow-up to ensure the guest is satisfiedLog guest requests and concerns according to the standard operating procedure. Communicate with departments promptlySolve problems proficientlyDemonstrate effective sales techniques to upsell rooms, amenities, and productsMaintain a neat and organized work areaMaintain the integrity of Company proprietary information and protect Company assetsMaintain complete knowledge in the use of all office equipment, property management systems, and access according to specificationsMaintain complete knowledge and comply with company policies and proceduresMaintain neat, clean, and professional appearance according to standardsFollow all company safety and security policies and procedures. Report accidents, injuries, and unsafe conditionsWelcome 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 goalsAttend required training and meetingsAll other duties as assigned, planned or un-plannedKnowledge, Skills, and AbilitiesAbility to perform all tasks at the front desk and proficiently use job-related software, property management systems, and office equipmentAbility to remain calm in various situations, use sound judgment and effectively solve problemsAbility to read and interpret documents such as safety rules and procedural manualsAbility to demonstrate cash handling procedures and calculate figures and amounts such as discounts, commissions, upgrades, and percentagesStrong written, verbal, and interpersonal skillsComprehensive knowledge of office equipment and property management systemsMinimum QualificationsBachelor's degree in Business or related training equivalent - required1+ year of relevant work experience in similar scope and title – requiredExperience within luxury brand/markets - requiredStudent or graduate of hotel management – preferredSupervisory ResponsibilitiesNoneWork 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.