Front Desk Representative

2 weeks ago

Palo Alto, California, United States The Clement Hotel Palo Alto Full time
Job Summary

The Front Desk Agent is the first point of contact for hotel guests and is responsible for providing personalized service to guests upon arrival, during their stay, and upon departure. This role requires a high level of customer service skills, attention to detail, and the ability to multitask in a fast-paced environment.

Key Responsibilities
  • Greet all guests and associates upon contact.
  • Manage door access for multiple guests and visitors.
  • Provide parking guidance and make transportation arrangements as needed.
  • Check-in and check-out guests efficiently.
  • Assist with hotel reservations for guest rooms, dining, and conference facilities.
  • Coordinate on-site meetings in the Board Room.
  • Escort guests to their rooms and other hotel areas as required.
  • Assist with luggage and item storage and retrieval.
  • Manage multiple phone calls, radio calls, emails, and requests.
  • Provide personal shopping services for guests when needed.
  • Deliver packages, newspapers, and group amenity deliveries.
  • Assist with beverage and food orders in the absence of the Hospitality Specialist.
  • Maintain the hotel entrance clean and clear of congestion.
  • Report any safety matters to Maintenance.
  • Promote hotel services, facilities, and anticipate guest needs to enhance guest satisfaction.
Requirements
  • High School Diploma or equivalent required.
  • Minimum 1 year of customer service experience in Hospitality or a related field.
  • Knowledge of hotel operations and guest profiles.
  • Local area knowledge, including restaurants, landmarks, shopping centers, and attractions.
  • Computer skills, including typing, email composition, Microsoft Office, and search engine usage.
  • Strong English business communication skills, both verbal and written.
  • Strong interpersonal skills, including listening, smiling, relating, asking questions, teamwork, and conflict resolution.
  • Ability to multitask, maintain focus, and prioritize tasks effectively.
  • Ability to maintain confidentiality and handle sensitive information.
  • Ability to learn new software and systems.
  • Ability to adapt to changing situations, handle pressure, and remain composed.
Working Environment

The hotel operates in a public business atmosphere, with varying indoor and outdoor temperatures. The role requires prolonged standing and walking, with occasional lifting, pushing, and pulling of objects.

Preferred Qualifications
  • Degrees or certifications in Business Management or Hospitality.
  • Bilingual or multilingual skills.
  • Emotional Intelligence Training.
  • Forbes Training.
  • Food service permit or valid health/food handler card, as required by local or state government agencies.

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