Front Office Agent - Langham, Pasadena

DEPARTMENT:
Front Office

JOB TITLE:

Front Office Agent

REPORTS TO:

Front Office Manager SUPERVISES: N/A PRIMARY OBJECTIVE OF POSITION

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet Langham's high standards of quality. In addition supports the Shared Values of the Hotel.

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Promote Langham marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
  
  Requires continual standing and movement throughout front office area.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Convert foreign currency at current posted rates. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest‑rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
• Regular attendance in conformance with the standards, which may be established by Langham from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
• Upon employment, all employees are required to fully support the Hotel’s Shared Values for the safe and efficient operation of hotel facilities. Employees who violate the Hotel Shared Values will be subject to disciplinary action, up to and including termination of employment.
• Summon front service/bell assistance to escort guests to their rooms as appropriate.
• Provide safety deposit boxes for guests by escorting them to the vault, pulling the box from the vault and carrying it to the customer. File access slips in room order.
• Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.
• Use the photocopier to make copies of items as required.
• File registration cards in room number order.
• Retrieve registration cards from the files for each check out.
• Other duties as assigned by the supervisor such as assisting PBX operators or reservations agents.

• Periods of standing exceeding 50% of shifts are required.
• Ability to lift, reach, bend, stoop, stand and walk continuously, climb stairs, and push or pull heavy equipment.
• Ability to lift up to 50 pounds…