Front Desk Agent

Intro

The William Vale aims to blend the authenticity of the Williamsburg neighborhood with a forward-thinking approach to the hospitality experience. The William Vale offers a comfortable contemporary atmosphere combined with intuitive design and modern comfort – we pride ourselves on offering warm hospitality to all.

Director of Front Office

An enthusiastic people-person to serve as the first and last impression for guests during their stay. A team-minded and solution-orientated professional with expert communication skills who will serve as an expert on our property and the neighborhood.

• Organize, confirm, process, and conduct all guest check-ins and check-outs. Handle room reservations, requests, changes, and cancellations efficiently and accurately.
• Greet guests both over the phone and in person with a warm, friendly, and sincere welcome, ensuring each guest feels valued and appreciated.
• Promptly answer guest inquiries over the phone using a positive and clear tone. Effectively handle a high volume of calls and requests, directing inquiries to the appropriate departments as needed.
• Review all guest arrivals and departures. Retrieve, input, verify, and update important guest information in the Property Management System (PMS).
• Listen to and resolve guest problems or concerns with professionalism and empathy. Stay calm, confident, and solution-oriented during difficult conversations, emergencies, or busy hotel periods.
• Record and track all guest requests and complaints in the guest profile, ensuring follow-up on any outstanding issues from previous shifts.
• Establish and maintain close working relationships with other hotel departments (such as Concierge, Housekeeping, and F&B) to ensure smooth and cohesive operations.
• Assist the Concierge team with setting up in-room amenities, ensuring a luxurious and personalized guest experience.
• Assist guests with making reservations at hotel dining outlets and provide information about the hotel’s dining options as well as take in-room dining orders.
• Provide guests with detailed information about hotel services, facilities, events, and local attractions, ensuring a seamless guest experience.
• Use hotel systems to send information to guests according to service standards, maintaining clear and timely communication at all times.
• Adhere to company policies, ensuring that your uniform and personal appearance is clean, neat, and professional at all times.
• Assist with additional guest services, such as transportation arrangements, package deliveries, and special requests.
• Perform other reasonable duties as assigned.

• Proactive approach to problem resolution, including: anticipating, preventing, identifying, and solving issues as needed. Contribute to short term and long term problem solving.
• Outstanding communication skills and ability to effectively communicate with others.
• Maintain a high level of professionalism in all interactions/situations.
• Maintain confidentiality of guest information.
• Understanding of:
  Outlook Office (Excel, Word, Email) – experience with Opera Cloud, Alice is a plus.

• Minimum of 2 years of experience in customer service required.
• Hotel experience is a plus.
• Ability to work flexible hours, including nights, weekends, and holidays as needed is a must.
• Ability to lift and transport up to 10 pounds.
• Comply with Standards and regulations to encourage safe and efficient hotel operations.
• Capacity to work varied shifts, including weekends and holidays.

We are an Equal Opportunity Employer of all qualified individuals, including minorities, women, veterans & individuals with disabilities. We participate in E-Verify.

Rate of Pay $26.50