Midsize Murray Hill property is seeking a Guest Service Agent to join the Front Office team.
Team member will be responsible for maintaining coverage of the Front Desk at all times. Will ensure excellent customer service for both arrivals and departures. Handle a large volume of guest check ins and check outs on a daily basis.Will work to ensure all guests are attended to and assisted in a prompt and professional manner. Also answer any guest inquiries and be a resource for information for visitors (directions, suggestions, reservations, etc.).Communicate guest requests to proper departments, Housekeeping, and Engineering. Will also take and transfer guest calls to the proper department and be able to make reservations if needed.Take ownership of any guest service concerns, or complaints and work to resolve them quickly while ensuring the highest level of service are provided.Maintain bank and complete daily accounting of cash to ensure accuracy.Log and distribute mail, faxes, and packages for registered guests or hotel personnel.Guest Service Agents are required to train and execute all SOP’s and continued training will be provided periodically.Other miscellaneous tasks performed as required.Proficient with all basic computer operations, second language a plus.Previous customer service experience is a must.Knowledge of Stay N Touch (PMS) a plus.Ability to stand for long periods of time and must be able to lift up to 25 poundsCompany DescriptionThe Pod Hotels introduced the microhotel concept to North America. We help travelers visit NYC without overspending on an outdated hotel room. Located in the best areas of the city, we thrive on providing a guest focused, hospitality first experience.Company DescriptionThe Pod Hotels introduced the microhotel concept to North America. We help travelers visit NYC without overspending on an outdated hotel room. Located in the best areas of the city, we thrive on providing a guest focused, hospitality first experience. Read Less
Assistant Front Office Manager — Overnight Relief
Reports To: Director of Front Office
Overview
A midsize Murray Hill property is seeking an Assistant Front Office Manager to join its team. The AFOM is responsible for ensuring the seamless day-to-day operation of the front desk in an attentive, efficient, and courteous manner. This role is essential in delivering quality service to all guests throughout their stay while maximizing room revenue and occupancy.
Responsibilities
The AFOM oversees the daily operation of the front desk and serves as the primary liaison across all areas impacting the guest experience. This role plans, directs, and coordinates front office activities to ensure exceptional service standards are consistently met, while exercising independent judgment and initiative in carrying out overall responsibilities.
Treats all guests with courtesy and respect in a variety of situations; upholds honesty and integrity at all times.Supervises the Front Office Department and conducts pre-shift meetings.Motivates, trains, and develops team members through orientation, developmental reviews, short-take training, and monthly departmental meetings.Assigns, coordinates, and supervises the work activities of Guest Service Agents.Prepares team member schedules, completes payroll, and monitors labor costs against daily occupancy and operational demands.Manages same-day room inventory and rate yielding to maximize revenue and occupancy.Ensures all shift closings, room deposits, refunds, and rebates are completed accurately with all necessary paperwork in order.Conducts performance reviews with direct reports.Responds immediately to emergency situations, completes incident reports, and follows up with guests and staff as needed.Takes personal responsibility for resolving service issues and creating memorable guest experiences.Able to function as a front desk agent, especially in terms of check-in and check-out procedures, and step in when needed.Maintain constant communication with Housekeeping and EngineeringReview prior Shift Reports and Night Audit Reports daily.Qualifications
At least 3 years of progressive experience in a hotel.Supervisory experience required.A 2-year or 4-year college degree preferred.Must speak and write clearly- second language a plus.Extremely organized and able to ensure accurate and timely submission of all work.Available all hours as required, including: mornings, nights, overnights, weekends, and holidays.Must be able to multitask and prioritize departmental functions to meet deadlines.Perform other duties as requested.Experience with Stay N Touch (PMS) preferred.
Benefits
Medical, Dental, and Vision Insurance401(k) PlanPaid Time Off (full-time employees)Must be able to work extended hours, including standing, bending, and lifting up to 45 lbs.Company DescriptionThe Pod Hotels introduced the microhotel concept to North America. We help travelers visit NYC without overspending on an outdated hotel room. Located in the best areas of the city, we thrive on providing a guest focused, hospitality first experience.Company DescriptionThe Pod Hotels introduced the microhotel concept to North America. We help travelers visit NYC without overspending on an outdated hotel room. Located in the best areas of the city, we thrive on providing a guest focused, hospitality first experience. Read Less
