Job Title: Hotel Guest Services | Front Desk Agent
About Us:
We are a guest-focused, eclectic, and team-driven boutique hotel located in the Williamsburg / Greenpoint area of Brooklyn. Our properties consistently rank among the top hotels in Brooklyn thanks to our personalized service, unique spaces, and strong neighborhood reputation.
Our work environment is hands-on, dynamic, and relaxed, with a small, supportive team and a culture centered around great service, problem-solving, and authentic hospitality.
Job Description:
We are seeking full time (PM shifts) Hotel Guest Services | Front Desk Agent who will be responsible for providing exceptional guest services to all guests in accordance with the hotel's standards. The ideal candidate will have experience in a boutique setting, with guest-facing customer service and excellent email etiquette. You will also have expertise in providing flawless, upscale, and professional guest service experiences, and strong, thorough communication skills. Additionally, a positive attitude, excellent work ethic, and a passion for curating fantastic moments for guests are required.
Responsibilities:
Greet and welcome all guests approaching the Front Desk in accordance with the hotel's standards.
Oversee and coordinate all check-in arrivals and check-outs.
Coordinate and manage communication between guests and staff, and follow up to ensure complete service recovery.
Handle all telephone inquiries with prompt courtesy, a high volume of phone calls, and email correspondence while applying the hotel's selling strategy and selling technique to achieve budgeted goals and maximize revenue.
Process internal reservations, management reservations, reservations from the reservation system, house/comp requests, travel agent rates, and emails.
Respond to guests' needs, anticipate their unstated ones, actively listen, and resolve guests' complaints.
Responsible for setting up, and managing the mini bar service operation, which includes, sourcing, communicating with vendors, and ordering the supplies, set up and replenishment.
Provide guests with a great F&B experience with the daily breakfast setup, and the mini-bar snacks and beverage operation.
Arrange special packages, amenities, and occasion celebrations for guests upon arrival and throughout their visit and promote all amenities, conveniences, and specials offered.
Requirements:
Must have a positive attitude and strong attention to detail.
Must have strong computer literacy, with Mac knowledge and Google Suite use preferred.
Must have a professional command of the English language, both verbally and in writing.
Independently motivated, detail-oriented, with strong organizational skills.
Must be willing to leave the desk at times to visit other departments of the hotel, guest rooms, and guests upon arrival.
Must be flexible with scheduling, including weekends, holidays, and pm shifts including split days off .
Must handle and coordinate daily tasks, items, orders, deliveries of hotel mini-bar items, logging and delivery of packages, mail, and messages to guests, and attend to the guests and hotel operation as needed.
Must be able to work in the U.S. with a valid social security number.
Please Note: No Health benefits offered.
