Lobby Host Overnight Relief - Front Desk Agent Job at Arlo Hotels in New York

Overview

Arlo Hotels is seeking a dynamic Lobby Host Overnight Relief - Front Desk Agent. This role is focused on welcoming guests, facilitating check-in/check-out, receiving payment, correcting account and reservation discrepancies, creating and canceling reservations, acting as a switchboard relief, providing luggage assistance, and assisting with valet parking and cab requests.

Benefits

• Medical, Dental, Vision
• 401K - after one year
• Tuition Reimbursement

Responsibilities

• Always treat guests with courtesy and respect in a variety of situations.
• Honesty & Integrity.
• Connect with guests daily, provide exceptional customer service and create memorable experiences.
• Respond to guest complaints promptly and professionally.
• Report guest concerns or comments to the Front Desk Supervisor/Duty Manager.
• Establish and develop long term customer relationships providing value and profitability.
• Enhance guests’ stay by creating an inviting atmosphere.
• Coordinate and multi-task duties in an active environment.
• Assist with summoning third-party valet service to park guests’ vehicles.
• Assist with summoning cabs for guests and clients.
• Maintain eye contact with guests and use the guest’s name during conversation.
• Always greet guests in a friendly manner and speak in clear, discreet sentences.
• Position at the main entrance to open and hold the door for guests; open vehicle doors and greet guests.
• Maintain a professional demeanor at all times.

Check In and Check Out Services

• Assist guests with kiosk check-in.
• Enter information such as arrival alerts and messages.
• Correct inaccuracies and discrepancies on guest accounts; post charges.
• Complete daily high balance checks; check groups and tours in and out.
• Confidently sell the hotel by showing familiarity with guest rooms, facilities and amenities.
• Update all guest profiles with correct billing information, preferences, and special requests.

Luggage Assistance

• Assist arriving guests with luggage upon entering and exiting the building.
• Escort guests to their room and handle luggage.
• Secure and store luggage for guests.
• Retrieve luggage for departing guests.
• Lift luggage and use bell carts to assist guests.

Arrival and Room Moves

• Escort guests to their room with luggage.
• Familiarize guests with in-room facilities, TV, thermostat, lighting and room features.
• Conduct orientation of outlets, fitness center, and general area attractions.
• Coordinate with Front Desk regarding room moves.

Guest Interactions

• Maintain good posture when interacting and greeting guests.
• Assist and coordinate with Front Desk for special requests.
• Familiarize themselves with VIPs and arrivals.
• Assist with guest requests, errands, deliveries, etc.

Guest Store

• General Store maintenance and sales.
• Understand products and be able to discuss them.
• Report inventory monthly.

Guest Service Relations

• Report guest concerns or comments to the Director of Front Office and Front Office Managers/Supervisor(s).
• Provide Concierge services to guests.
• Investigate guest charges to resolve complaints.
• Check messages and mail.
• Book guest reservations via telephone, walk-in, email or fax in accordance with hotel standards.
• Upsell rooms where possible to maximize revenues.
• Assist with guest luggage to and from the room when needed.
• Deliver packages to guest rooms when needed.
• Assist in calling and retrieving cabs for guests upon request.

Reconciliation

• Balance cash daily.
• Deposit cash in safe and manage floating bank as required.
• Ensure billing and paperwork comply with accounting standards.
• Handle sensitive guest materials professionally.

Cash Handling

• Accept advance deposits and post them to guest accounts.
• Make change and balance the floating bank.

Requirements

• Minimum experience in Hospitality, Retail or Services-related industries preferred
• Ability to stand for periods of time (up to 6 hours)
• Efficient computer and typing skills
• Ability to lift 50 lbs

Pay Rate

• $24.50/hour

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Seniority level

• Entry level

Employment type

• Part-time

Job function

• Design, Art/Creative, and Information Technology
• Industries
• Hospitality