Part-time Front Office Agent

Overview

Part-time Front Office Agent at Starwood Hotels. The Front Office Agent serves as the first point of contact for guests, handling check-ins and check-outs, managing reservations, and providing information and assistance to ensure a positive guest experience. This position is also responsible for managing incoming and outgoing calls and maintaining effective communication within the hotel to ensure guests have a seamless experience.

• Check-in and check-out hotel guests in a confident, professional, and friendly manner, ensuring a smooth and efficient experience.
• Address guest inquiries, requests, and complaints promptly and professionally to maintain high levels of guest satisfaction.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, regardless of how busy it is.
• Manage payments, including cash, credit card transactions, and room charges.
• Complete items listed on shift checklists and maintain accurate records of guest information, room assignments, and billing.
• Follow proper cash handling procedures.
• Work closely with housekeeping, maintenance, and other departments to fulfill guest needs and ensure smooth operations.
• Maintain familiarity with hotel management software and basic computer skills.
• Be knowledgeable of hotel fire, emergency, and safety procedures.
• Respond to all incoming calls promptly and courteously, directing them to the appropriate departments or individuals.
• Assist guests with requests such as room service orders, wake-up calls, and information inquiries, ensuring needs are met.
• Take accurate messages for guests or staff and ensure timely delivery.
• Screen calls to identify the nature of the inquiry and transfer to the correct department or person.
• Handle emergency calls calmly and efficiently, following hotel procedures to ensure safety.
• Maintain accurate logs of incoming/outgoing calls, messages, and guest complaints or requests.
• Provide guests with information about the hotel’s services, amenities, and local attractions.
• Communicate guest requests and information to relevant departments (e.g., housekeeping, maintenance, room service).

• Previous hotel experience.
• Ability to satisfactorily communicate in English (speak, read, write).
• Ability to perform accurate mathematical calculations.
• Attention to detail, speed, accuracy, follow-through, courtesy, and cooperativeness.
• Computer knowledge in Windows environment and proficiency with the property management system.
• Ability to handle multiple calls and tasks simultaneously in a fast-paced environment.
• Excellent verbal communication skills with a clear and pleasant speaking voice.
• Ability to work varying schedules including early mornings, late nights, overnights, weekends, and holidays.

Our culture is caring and thoughtful, delivering good-natured and informed service. As part of our team, you can look forward to programs and perks that support our nature-focused mission, such as:

• Designed by Nature work environment.
• Health & Wellness:
  Competitive Medical, Dental & Vision, and EAP program.
• Retirement Planning.
• Paid Personal Days.
• Career Advancement: opportunities for growth around the globe.
• Star University: professional development and courses/certifications through our online platform.
• Team Member Recognition program.

As a mission-driven company, Starwood Hotels is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group. The pay range is $25.00 - $27.00.

Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. If you require any special accommodations, please visit People Operations.

Details:
Location – San Francisco Bay Area;
Seniority level – Entry level;

Employment type

– Part-time;
Job function – Management and Manufacturing;
Industry – Hospitality.