Job Description
Welcome to the Oakwood Grand Hotel, where luxury meets hospitality. We are currently seeking a charismatic and detail-oriented Front Desk Agent to join our dedicated team in Oakland, California. As the first point of contact for our esteemed guests, you will set the tone for their entire stay, ensuring every interaction is warm, professional, and memorable. We pride ourselves on delivering exceptional service and are looking for someone who embodies our core values of integrity, excellence, and guest satisfaction.
In this full-time role, you will manage the front-of-house operations, coordinate with housekeeping and maintenance teams, and ensure the seamless execution of our check-in and check-out processes. We offer a competitive compensation package, comprehensive health benefits, and a supportive work environment designed for career growth.
Responsibilities
- Guest Relations: Greet guests warmly and professionally, managing the check-in and check-out processes with efficiency and a personal touch.
- Operations Management: Oversee daily front desk operations, including answering phones, managing emails, and responding to guest inquiries promptly.
- Issue Resolution: Handle guest complaints and special requests with poise and empathy, escalating issues to management when necessary to ensure high satisfaction scores.
- Administrative Duties: Process payments accurately using the Point of Sale (POS) system and maintain accurate guest records in the Property Management System (PMS).
- Coordination: Assist in housekeeping coordination and track maintenance requests to ensure the property remains pristine and fully functional.
- Security & Compliance: Enforce hotel safety and security policies, verify guest identities, and ensure compliance with all local and state regulations.
- Revenue Support: Collaborate with the management team to maximize room occupancy and upsell services effectively.
Qualifications
- Experience: Minimum of 1-2 years of experience in a front desk role within the hospitality or hotel industry.
- Communication: Excellent verbal and written communication skills with a professional telephone manner.
- Technical Proficiency: Proficiency in Microsoft Office Suite and hotel management software (e.g., Oracle Opera, Micros).
- Appearance: A professional appearance and demeanor that aligns with our brand image.
- Schedule: Ability to work flexible hours, including weekends, holidays, and evenings.
- Problem Solving: Strong problem-solving skills and the ability to multitask in a fast-paced environment.
- Education: High school diploma or equivalent required; a degree in Hospitality or Business is a plus.