Front Desk Associate
3 weeks ago
As a Front Desk Agent at The Clement, Palo Alto, you will be the first point of contact for hotel guests. Your primary responsibility will be to provide exceptional customer service, ensuring a smooth and enjoyable stay for our guests. This role requires a high level of attention to detail, excellent communication skills, and the ability to work effectively in a fast-paced environment.
Key Responsibilities
• Greet guests and check-in/check-out guests in a timely and efficient manner
• Manage door access for multiple guests and visitors
• Provide parking guidance and transportation arrangements as needed
• 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
• Assist with luggage and personal items
• Manage multiple phone calls, radio calls, emails, and requests
• Provide personal shopping services for guests
• Deliver packages, newspapers, and group amenity deliveries
• Assist with beverage and food orders in the absence of the Hospitality Specialist
• Maintain a clean and safe hotel entrance
• Follow all emergency, health, and safety guidelines
Interpersonal Relationships
• Provide excellent customer service and resolve guest concerns in a professional manner
• Assist with training and guidance for new associates
• Establish relationships with guests and associates to promote trust and loyalty
• Communicate effectively with all hotel departments to ensure guest satisfaction
• Report any issues or concerns to management
Financials
• Follow all cash handling procedures
• Minimize overtime and missed meals by following posted schedules
• Maintain a professional and business image by adhering to PHM's dress and grooming standards
Working Environment
The Clement, Palo Alto is a public business atmosphere with varying indoor and outdoor climates. This role requires prolonged standing, walking, and the ability to lift up to 50 pounds and push/pull 100 pounds. Some travel is required to attend hotel events, meetings, and trainings.
Requirements
• High School Diploma or equivalent
• Minimum 1 year of customer service experience in hospitality or equivalent
• Knowledge of local area, hotel functions, and guest profiles
• Strong English business communication skills, both verbal and written
• Strong interpersonal skills, including listening, smiling, relating, and teamwork
• Ability to manage multiple tasks, prioritize, and maintain focus and structure
• Ability to resolve conflicts and communicate effectively with management
• Ability to maintain confidentiality, learn new software, and adapt to changing situations
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