Front Office Agent

Live Your Passion. Add Your Magic.
At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application.
We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes.
Talent Plus Online Assessment Information & Alternative Selection Process Request
As part of its interview process, Pendry Manhattan West uses Talent Online Assessments, a hiring tool administered by Talent Plus, a third-party management consultant company. These Assessments consist of a series of questions related to your talents and abilities which are then analyzed by human resource professionals in conjunction with the other aspects of Pendry Manhattan West's application and interview process. This information is one of several factors used by Pendry Manhattan West to determine an applicant's strengths and ultimately their compatibility with a position at the Hotel. The results of Talent Online Assessments are by no means the sole or dispositive factor considered by Pendry Manhattan West when making employment decisions. Rather, Talent Online Assessments are one aspect of the larger application process. New York City Resident applicants who do not wish to participate in a Talent Online Assessment may request an alternative selection process by emailing PMW.Humanresources@pendry.com.
Applicants requesting an alternative selection process should indicate the reasons for their request, and whether such request is made as an accommodation for a disability that prevents the applicant from taking a Talent Online Assessment. The data collected by Talent Online Assessments consist only of an applicant's name and responses, and Pendry Manhattan West maintains Talent Online Assessment results under strict confidentiality.
We are deeply committed to a fair and equitable hiring process. To ensure a fair and equitable process, Pendry Manhattan West has completed a bias audit of the Talent Online Assessment tools. Results can be requested by contacting PMW.Humanresources@pendry.com.
Data entered into Talent Online Assessments is stored in Talent Bank. This information can be accessed by emailing a request to PMW.Humanresources@pendry.com, and will be provided within 30 days of the request. Data shall not be disclosed where such disclosure would violate local, state, or federal law, or interfere with a law enforcement investigation.
If you are an internal applicant, please log into Workday and apply for your application to be considered.
Please Click Here to apply internally.
Front Office Agent
SUMMARY
The Front Office Agent is responsible for hosting our guests during their stay; warm welcome upon arrival, creating unique memories specific to guest personas, 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.
ESSENTIAL FUNCTIONS
Job duties include; although are not limited to:

• 8 hour work day, 40 hour work week
• Providing excellent customer service and telephone etiquette, and actively aspiring to reach department and property defined goals and objectives
• Hosting and welcoming guests with a friendly and sincere demeanor
• Assisting with guest check-in and out process, as well as folios, invoicing and billing
• Own and solve guest stay areas of opportunity. Going above and beyond to recover any service opportunities and exceed guest expectations
• Communicating and partnering with all department leaders and hourly Associates to ensure the guest experience is personalized and executed seamlessly
• Maintaining proper record keeping for guest accounts, being knowledgeable about hotel services and local surroundings in order to answer, respond and communicate with guests regarding questions and requests
• Working Knowledge and ability to operate each piece of telecommunication equipment
• Monitoring and scheduling Hotel Driver and booking guest transportation with Hotel's contracted vendor

In addition, all Front Office Agent roles, you may be assigned to; although not limited to, Concierge, PBX, and Order Taker responsibilities during a shift or as needed based on business needs. Responsibilities include, but not limited to, ensuring a wonderful guest experience through excellent customer service. This position plays an integral role in the guest's stay as the Concierge is often one of the first individuals that a guest interacts with.

• Providing information and assistance to guests regarding city and hotel attractions or points of interest
• Booking reservations for guests both within the hotel and at outside facilities
• Properly logging guests requests and performing follow up with guests
• Maintaining communication with Reception and other departments regarding guest activity or special needs as necessary
• Ensuring any incoming and outgoing packages are logged and delivered appropriately
• Monitoring and scheduling Hotel Driver and booking guest transportation with Hotel's contracted vendor
• Answering and processing all incoming/outgoing guest and in-house calls, including text messaging
• Providing prompt and courteous switchboard services to our guests, including message taking when necessary
• Forwarding messages, faxes and emails as needed to guests and various departments
• Answering basic inquiries for guests in a courteous and efficient manner
• Remaining aware of daily events, restaurant, entertainment, and special events in local area
• Ensuring wake up calls are properly monitored and are promptly placed within parameters of hotel policies and standards
• Managing 3-4 calls per minute
• Posting appropriate telephone charges when required
• Adhering to safety regulations and emergency procedures
• Actively coordinating communications within the hotel, including emergency procedure, alarms, life safety, and more
• Answering incoming calls, taking and entering Guests orders, Guest requests with 100% accuracy
• Posting charges rooms including credit cards, or cash
• Assisting with e-mails, ordering supplies, updating menu and information binders, Guest amenity traces and set up, as well as data entry and filing
• Helping to keep the office clean and organized
• Charging out amenities, counting and filing the receipts
• Performing any other job related duties as assigned

*Role descriptions may not be solely inclusive of all duties as outlined by Front Office leadership.
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.
The pay scale* for Front Office Agent is $ 28.73 to $33.41.
*The pay scale is the base salary or hourly wage range, exclusive of incentive pay such as commissions, piece rates, gratuities, and the like, that Montage reasonably expects to pay for the position. Please let us know if you have any questions.
In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.