Front Office Agent, Front Office (FT)

About the role

At Montage International we have built a culture that leads with the important notion we live by every day: do what you love. The Front Office Agent is responsible for hosting our guests during their stay; warm welcome upon arrival, creating unique memories specific to guest personas, and creating and maintaining professional relationships with guests to enhance their overall experience. This role will contribute to the organization as an active business partner that is responsible for supporting the company’s goals, objectives, vision, mission, and values.

Responsibilities

• Provide excellent customer service and telephone etiquette, and actively aspire to reach department and property defined goals and objectives
• Host and welcome guests with a friendly and sincere demeanor
• Assist with guest check-in and check-out process, as well as folios, invoicing and billing
• Think outside the box to own and solve guest stay areas of opportunity; go above and beyond to recover any service opportunities and exceed guest expectations
• Communicate and partner with all department leaders and hourly associates to ensure the guest experience is personalized and executed seamlessly
• Maintain proper record keeping for guest accounts
• Be knowledgeable about hotel services and local surroundings in order to answer, respond and communicate with guests regarding questions and requests

Qualifications

• High School Diploma or equivalent; Bachelor’s Degree preferred
• Minimum of two years’ experience in a hotel operations environment
• Minimum of two years’ experience in customer service
• Possess basic math skills and have the ability to accurately handle billing
• Ability to communicate clearly and speak, read, write and understand English well
• Advanced skills in Word, Excel, PowerPoint, and Outlook; daily use of nearly all programs will occur

Physical Requirements

• Position requires walking and standing most of the working day; must be able to stand and exert well-paced mobility for up to 6 hours in length
• Must be able to lift up to 15 lbs. on a regular and continuing basis
• Must be able to bend, stoop, squat and stretch to fulfill tasks
• Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing