Front Office Agent

FRONT OFFICE AGENT: The Front Office Agent is responsible for maintaining and promoting hospitality at all times, providing personalized service to guests upon arrival, during their stay and upon departure. The Front Office Agent will perform all Front Office functions, (inclusive of checking guest in/ out of hotel, answering all incoming calls and transferring call as appropriate), serving guests in a courteous, efficient and friendly manner, both face-to-face and on the phone and assisting guests in other areas when needed. The Front Office Agent will promote hotel services and anticipate guest needs to promote higher guest satisfaction. As part of this job, this individual is required to: demonstrate great computer competency skills; accurately handle cash and charges; stand for long periods of time; present a friendly, outgoing, energetic and guest service oriented demeanor.

WAGE: $23.00 HOURLY

OVERALL OPERATIONAL RESPONSIBILITIES

• Adhere to all policies and procedures outlined in PHM’s Employee Handbook, including punctuality, attendance, and professional conduct.
• Follow all emergency and safety procedures to ensure a secure environment for guests, associates, and visitors.
• Demonstrate brand standards and professional behavior at all times.
• Greet guests and associates warmly upon contact and respond to their needs proactively.
• Promote hotel services and amenities to enhance guest satisfaction.
• Provide accurate parking guidance and assist with transportation arrangements as needed.
• Manage guest check-ins and check-outs efficiently, following hotel credit and cash handling procedures.
• Handle room reservations, modifications, and cancellations in accordance with established protocols.
• Accommodate special requests and assign rooms accordingly.
• Escort guests to their rooms or hotel areas when needed.
• Assist with luggage handling and secure storage of personal items.
• Respond to phone calls, emails, radio calls, and service requests promptly and professionally.
• Deliver packages, newspapers, amenities, and other requested items to guest rooms or meeting areas.
• Maintain a clean and safe hotel entrance, reporting any hazards or maintenance issues promptly.
• Address guest inquiries regarding hotel services, local attractions, events, directions, and more.
• Handle lost and found items per established procedures.
• Resolve guest issues or complaints proactively and courteously.
• Perform additional duties as assigned by management.

EDUCATION: A.A., B.S, M.S/M.A. Degrees or Certifications in Business Management, Sales, Marketing, Catering, Wedding Planning or Hospitality encouraged. Minimum of High School Diploma or equivalent. WORK EXPERIENCE: Minimum of 1 year of customer service position is required in Hospitality or equivalent. PHYSICAL REQUIREMENTS: Prolonged standing/walking for 8+ hours. Ability to walk around the hotel, up and down stairs, stoop, kneel, lift a minimum of 50 lbs. and push and pull approximately 200 lbs.

PREFERRED QUALIFICATIONS:

• Degree/Certifications in Business Management or Hospitality
• Bilingual or Multilingual
• Prior hotel experience
• Emotional Intelligence Training

Pacific Hotel Management, LLC is a privately- owned company that manages various hotel brands in the bay area. InterContinental The Clement Monterey is one out of 7 hotels within PHM. Our culture is family oriented, friendly, outgoing, competitive and results oriented. All associates work hard every day to achieve guest and associate satisfaction goals, but most importantly, all associates have an inherent passion for hospitality. All of our associates also enjoy an array of benefits and perks such as health insurance, 401k plan, educational assistance program, training, recognition events, travel discounts and more! As part of the IHG brand, we pursue excellence in everything we do! We are looking for someone who can easily engage and adapt to our unique culture. We are looking for an outgoing and knowledgeable Front Office Agent to join our family! The Front Office Agent is the first point of contact for hotel guests and is primarily responsible for providing personalized service to guests upon arrival, during their stay and upon departure. The Front Office Agent is an integral part of our team at the property and works side by side with associates and managers on a day-to-day basis to anticipate and meet guest’s needs. We are looking for someone who will help us maintain our high quality standards, who will help develop new ideas and ways to improve our guest satisfaction scores. If this position and InterContinental The Clement Monterey (PHM) sound like the family you want to be a part of please submit your resume for consideration. We look forward to learning more about you! Learn more about our company at