Front Office Agent

2 weeks ago

New York, United States Montage International Full time

Live Your Passion. Add Your Magic.

At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application.

We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes.

Talent Plus Online Assessment Information & Alternative Selection Process Request

As part of its interview process, Pendry Manhattan West uses Talent Online Assessments, a hiring tool administered by Talent Plus, a third-party management consultant company. These Assessments consist of a series of questions related to your talents and abilities which are then analyzed by human resource professionals in conjunction with the other aspects of Pendry Manhattan West's application and interview process. This information is one of several factors used by Pendry Manhattan West to determine an applicant's strengths and ultimately their compatibility with a position at the Hotel. The results of Talent Online Assessments are by no means the sole or dispositive factor considered by Pendry Manhattan West when making employment decisions. Rather, Talent Online Assessments are one aspect of the larger application process. New York City Resident applicants who do not wish to participate in a Talent Online Assessment may request an alternative selection process by emailing PMW.Humanresources@pendry.com.

Applicants requesting an alternative selection process should indicate the reasons for their request, and whether such request is made as an accommodation for a disability that prevents the applicant from taking a Talent Online Assessment. The data collected by Talent Online Assessments consist only of an applicant's name and responses, and Pendry Manhattan West maintains Talent Online Assessment results under strict confidentiality.

We are deeply committed to a fair and equitable hiring process. To ensure a fair and equitable process, Pendry Manhattan West has completed a bias audit of the Talent Online Assessment tools. Results can be requested by contacting PMW.Humanresources@pendry.com.

Data entered into Talent Online Assessments is stored in Talent Bank. This information can be accessed by emailing a request to PMW.Humanresources@pendry.com, and will be provided within 30 days of the request. Data shall not be disclosed where such disclosure would violate local, state, or federal law, or interfere with a law enforcement investigation.

If you are an internal applicant, please log into Workday and apply for your application to be considered.

Please Click Hereto apply internally.

Your Journey

  • Provide excellent customer service and telephone etiquette
  • Host and welcome guests with a friendly and sincere demeanor
  • Assist with guest check-in and out process, as well as folios and billing
  • Own and solve guest stay areas of opportunity. Going above and beyond to recover any service opportunities and exceed guest expectations
  • Communicate and partner with all department leaders and hourly associates to ensure the guest experience is personalized and executed seamlessly
  • Maintain proper recordkeeping for guest accounts, being knowledgeable about hotel services and local surroundings in order to answer, respond and communicate with guests regarding questions and requests
  • Perform all Front Office Agent duties, including Concierge, PBX, and Order Taker responsibilities during a shift or as needed based on business needs
  • Provide information and assistance to guests regarding city and hotel attractions or points of interest
  • Book reservations for guests both within the hotel and at outside facilities
  • Log guests requests and perform follow-up with guests
  • Ensure any incoming and outgoing packages are logged and delivered appropriately
  • Answer and process all incoming/outgoing guest and in-house calls, including text messaging, managing 3-4 calls per minute at times
  • Provide prompt and courteous switchboard services to our guests, including taking messages when necessary
  • Forward messages, faxes and emails as needed to guests and various departments
  • Answer basic inquiries for guests in a courteous and efficient manner, including incoming calls, taking and entering In-Room Dining orders, and guest requests with accuracy
  • Remain aware of daily events, restaurant, entertainment, and special events in local area
  • Ensure wake up calls are properly monitored and are promptly placed within parameters of hotel policies and standards
  • Post charges to guest rooms, including credit card or cash transactions
  • Deliver on guests' expectations and have the desire to create WOW moments
  • Perform additional duties as assigned that may be outside the scope of duties, based on business needs
About You
  • You are passionate about providing exceptional service and creating memorable moments
  • You have strong communication skills and the ability to collaborate in a team environment
  • You are open to learning, developing, and growing both yourself, personally, and helping others do the same
  • You are trustworthy and have integrity
Must Haves
  • Minimum two years of experience in Customer Service
  • Minimum two years of experience in a hotel operations environment preferred
  • High School Diploma or equivalent required; Bachelor's Degree preferred
  • Luxury hotel experience is a plus
You will Enjoy
  • Free meals
  • Free uniforms and cleaning
  • Ongoing community outreach events
  • Hotel discounts
  • Associate events throughout the year
  • Healthcare benefits
  • DailyPay Incentive Opportunity
Physical Requirements
  • Standing and exerting well-paced mobility for up to 8 hours in length; position requires walking and standing most of the working day
  • Ability to bend, squat, and lift up to 15 pounds on a regular and continuing basis
  • Must be able to bend, stoop, squat, and stretch to fulfill tasks


At Montage, we want every guest and every associate to feel that they belong. To be seen, to be recognized, and to feel our gratitude. In the United States, we are proud to be an Equal Opportunity Employer - veterans/disability. Qualified applicants will be considered without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other basis prohibited by federal, state, or local law. Job applicants with disabilities who need assistance or an accommodation in order to apply for a position (or their representative) should contact the People department directly at your preferred location.

The pay scale* for Front Office Agent is $30.23 to $40.31.

*The pay scale is the base salary or hourly wage range, exclusive of incentive pay such as commissions, piece rates, gratuities, and the like, that Montage reasonably expects to pay for the position. Please let us know if you have any questions.

In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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