Front Desk Agent

About this role

Grow with us...

Life at Starwood Hotels is based on a simple idea: the world is beautiful and we want to keep it that way. But we can’t do it alone. That’s why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us.

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-discriminatio

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