Hotel Front Desk Agent

**About Stanford Residential & Dining Enterprises**:
Stanford University, located between San Francisco and San Jose in the heart of California's Silicon Valley, is one of the world's leading teaching and research universities. Since its opening in 1891, Stanford has been dedicated to finding solutions to big challenges and to preparing students for leadership in a complex world. Residential & Dining Enterprises (R&DE), the largest auxiliary organization at Stanford University, supports the academic mission of the University by providing high-quality services to students and other members of the university community. The department has an annual operating budget of over $350M, operates 24/7/365, and oversees a $3B asset portfolio comprising a 7 million sq. ft. physical plant across the campus. In autumn quarter of the 2021-22 academic year, R&DE will return to providing housing for over 13,000 students and dependents, serving meals at 17 dining halls, 12 retail locations, and operating athletic concessions and conference operations. Additionally, R&DE comprises 900 FTE staff in the following divisions: Student Housing Operations, Stanford Dining, Stanford Hospitality & Auxiliaries, Stanford Conferences, Maintenance Operations and Capital Projects, and a team of R&DE strategic business partners: Finance & Administration, Information Technology, Human Resources, and Strategic Communications.

“Students (Customers) First” is the mantra of R&DE and our strategic goals reflect our commitment to delivering quality and excellence to our constituents every day. In R&DE,“Excellence is defined by aligning our strategic goals and performance with our vision.”

**JOB PURPOSE**:
Provide superior hotel-style customer service to visitors of the Stanford Guest House at a 24-hour front desk.

**CORE DUTIES**:

- Answer multiple phone lines in a fast-paced and distracting environment; collect or pass messages to/from guests and employees as required.
- Perform routine hotel functions, such as taking reservations and registering and checking out guests.
- Perform basic concierge duties, including assisting with travel and transportation arrangements, informing guests about local amenities, coordinating guest dry cleaning, and securing guest valuables in safe deposit boxes.
- Perform basic porter duties, including delivering guest packages, faxes, and mail, assisting guests with luggage transportation and storage, escorting guests to their rooms as required, and driving shuttle van to locations within the Stanford community.
- Ensure guest safety and satisfaction by monitoring building access and maintaining key controls, submitting minor repair work orders, and coordinating room preparation with housekeeping.
- Review daily transactions for accuracy; prepare account billing for financial processing.
- Other duties may also be assigned

**MINIMUM REQUIREMENTS**:
Education & Experience:
High school diploma or G.E.D certification and six months of customer service experience in a fast-paced, hospitality-industry setting.

Knowledge, Skills and Abilities:

- Demonstrated accurate cash handling knowledge and experience.
- English language fluency.
- Business writing acumen to originate and respond to correspondence.

Certifications and Licenses:
Valid California Non-commercial Class driver's license.

**PHYSICAL REQUIREMENTS**:

- Constantly stand/walk throughout an 8 hour shift; constantly perform desk-based computer tasks.
- Frequently use a telephone, writing by hand.
- Occasionally twist/bend/stoop/squat; lift/carry/push/pull objects (luggage) that weigh 21-40 pounds.
- Rarely lift/carry/push/pull objects that weigh >40 pounds, sort/file paperwork.
- Ability to obtain and maintain a California Non-commercial Class Driver's license and drive a non-commercial vehicle, day or night, transporting guests locally.

**WORKING CONDITIONS**:
Will work variable shifts (evenings, overnights, weekends, holidays) within a 24-hour, seven day per week operation.

**WORK STANDARDS**:

- Must comply with the California Vehicle Code and Stanford University requirements when operating university-owned vehicles.
- Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
- Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.

**The expected pay range for this position is $52,000 to $55,000 per annum ($25-$26.44 / hour).**

**Why Stanford is for You**:
Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enriches the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique