Front Desk Agent

Our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfillment and well-being. A job at 1 Hotels is about more than punching a clock. It's about changing the world - little by little. We're the world's first mission-driven hotel company and we've got some lofty goals. All we ask is that you bring your true self and do all the good you can! 

MAIN DUTIES: 

The Front Desk Agent plays a crucial role in creating a welcoming atmosphere for guests at our establishment, serving as the first point of contact. This position is responsible for managing guest check-ins and check-outs, ensuring a smooth and efficient process that enhances the overall guest experience. The Front Desk Agent will also handle inquiries, provide information about the hotel and local attractions, and resolve any issues that may arise during a guest's stay. 

GENERAL DUTIES: 

• Anticipate and understand guests’ service needs, ascertain satisfaction, and respond urgently and appropriately to guest concerns and requests. 

• Greet, welcome and acknowledge all guests by name and respond to their requests in a courteous and professional manner using professional language at all times.  Remain attentive to the needs of all guests, providing them with dependable, punctual and enthusiastic service.  Provide courteous, friendly and efficient service to all internal and external guests.  Thank guests with genuine appreciation. 

• Consistently conduct oneself in a professional manner at all times and work professionally with colleagues and team leaders with a team minded approach. 

• Attend pre-shift meetings to learn shift details, including property and guest expectations.   

• Attend and participate in all required meetings. 

• Follow all cash handling procedures. 

• Adhere to no solicitation of gratuities policy. 

• Input real-time work orders via HotSOS and any guest concerns during interaction. Convey with clarity in HotSOS any and all guest opportunities. 

• Perform any other reasonable duties as requested by the leadership team. 

• Be a clear thinker, analyze and resolve problems, exercise good judgement, resolutions must be thoughtful, and with the guest in mind.  Immediate follow-up with a leader is expected. 

• Establish and maintain open, positive, collaborative, and professional internal and external relationships.  Develop lasting relationships with guests and to secure repeat business.  Foster and promote a cooperative working environment, maximizing efficiency and delivering the ultimate guest experience. 

• Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications; properly store flammable materials.  

• Ensure compliance with hotel policies, procedures, and standards with self and colleagues. 

• Ensure uniform and personal appearance are clean and professional. 

• Maintain confidentiality of proprietary information. 

• Embody the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good-Natured Service and uphold our Brand Pillars. 

QUALIFICATIONS & SKILLS: 

• Are organized and proficient at multitasking 

• Ability to speak effectively before groups of guests or team members and ability to respond to and creatively resolve guest inquiries and complaints. 

• Ability to read and understand documents such as safety rules, operating and maintenance instructions and procedure manuals. 

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. 

• Ability to learn and work with technology including devices such as computers, iPods and iPads. 

• Excellent guest service skills. 

• Ability to follow directions and work in a team environment. 

• Ability to remain flexible and adaptable. 

• Must possess a high quality, detailed and service work ethic. 

• Ability to work in a fast-paced environment. 

• Professional & appropriate business appearance and demeanor aligned with the 1 Hotel brand and culture. 

• While performing the duties of this job, the team member is regularly required to stand; use hands/fingers; to handle, or feel objects, reach with hands and arms, talk, hear, taste & smell.  The team member is frequently required to walk, kneel, or crouch and must possess the ability to stand for long periods (more than 8 hours). 

• Flexibility to meet the demands of a 24-hour operation.  Due to the nature of the hospitality industry, team members may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property. 

Due to the nature of the hospitality industry, employees are required to work varying schedules, including holidays, to accommodate the business and demands of the hotel 

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor. 

Starwood Hotels is an equal opportunity employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodation, please visit People Operations. 

Please note that your job description is not an exhaustive of tasks and duties, but serves a guideline for daily duties, which may change from time to time.