Front Desk Agent

About Us

The Jay, Autograph Collection, San Francisco's newest luxury lifestyle hotel, is where new-age San Franciscans gather, find inspiration, and celebrate our city. Located in the heart of the Embarcadero and adjacent to Jackson Square, The Jay is a modern ode to classic San Francisco, blending nostalgia with contemporary sophistication. The hotel's design and offerings are inspired by the city's makers and innovators, celebrating the spirit of San Francisco. Our mission is to delight guests with discovery and authentic connections to the city, its neighborhoods, and residents. We seek associates who enjoy exceeding guest expectations and delivering a professional, friendly service.

We offer competitive benefits for all associates, including a comprehensive medical plan, free employee meals, discounted public transportation, and various social events. Join us in helping to grow a completely renovated and redesigned luxury destination, creating the newest jewel in San Francisco's Embarcadero/Jackson Square/FiDi neighborhood. We have fun, work hard, and laugh a lot. This is an exciting time in the hotel's history—join us!

If you don't meet every single requirement of this job, we encourage you to still apply. We value U.S. military experience and invite all qualified military candidates to apply.

Overview

Assist guests with arrival and departure from the hotel, ensuring positive guest experiences.

Essential Duties and Responsibilities

• Greet customers immediately with a friendly and sincere welcome.
• Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
• Promote HEI Hotels and Resorts and brand marketing programs.
• Make appropriate selection of rooms based on guest needs.
• Code electronic keys, non-verbally confirm the room number and rate, provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
• Verify and imprint credit cards for authorization using electronic acceptance methods.
• Handle cash, make change, and balance an assigned house bank.
• Accept and record vouchers, traveler’s checks, and other forms of payment.
• Convert foreign currency at current posted rates.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear communication.
• Input messages into the computer. Retrieve messages and communicate the content to the guest.
• Retrieve mail, small packages, and facsimiles for customers as requested.
• Close guest accounts at time of checkout and ascertain satisfaction.
• In the event of dissatisfaction, negotiate compromises, which may include authorizing revenue allowances.
• Field guest complaints, conduct thorough research to develop the most effective solutions, and negotiate results.
• Listen and extend assistance in resolving problems such as price conflicts, insufficient heating or air conditioning, etc.
• Remain calm and alert especially during emergency situations and heavy hotel activity.
• Plan and implement detailed steps by using experienced judgment and discretion.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Qualifications and Skills

• Hotel experience preferred.
• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Ability to stand and move throughout front office and continuously perform essential job functions with or without reasonable accommodation.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to observe and detect signs of emergency situations.
• Ability to establish and maintain effective working relationships with associates, customers, and patrons.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public, etc.

Benefits

HEI Hotels and Resorts offers a comprehensive benefit program designed to support your physical, mental, and financial wellness. This includes competitive Medical and Dental programs through Anthem Blue Cross Blue Shield, Vision insurance programs through EyeMed, Vacation, Sick, and Holiday programs, Pet Insurance through the ASPCA, and various savings plans like 401(k) with matching funds. Additionally, we provide Short and Long-Term Disability plans, Supplemental, Spousal, and Child Life insurance, and discounts through our 'YouDecide' and Hotel Room Discount programs. Specific details and eligibility vary by location and employment status.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Applicants with arrest or conviction records will be considered for employment in accordance with applicable laws.