Front Office Agent

Montage International•New York, NY

20h•$31 - $41

About The Position

At Montage, It’s All Because of YOU! Imagine turning your passion and talent into a fulfilling career. Imagine a beautiful workplace where you can learn, grow, and have fun. At Montage, we know our success is all because of you. Here, you’re not just an associate but a passionate creator of authentic, personalized experiences. You’ll feel empowered to think creatively, discover career growth opportunities, and have fun while crafting lasting, cherished moments for our guests. Working at Montage is more than a job; it’s a way of life. Don’t just imagine the possibility—join us. Your Journey Provide excellent customer service and telephone etiquette Host and welcome guests with a friendly and sincere demeanor Assist with guest check-in and out process, as well as folios and billing Own and solve guest stay areas of opportunity. Going 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 recordkeeping for guest accounts, being knowledgeable about hotel services and local surroundings in order to answer, respond and communicate with guests regarding questions and requests Perform all Front Office Agent duties, including Concierge, PBX, and Order Taker responsibilities during a shift or as needed based on business needs Provide information and assistance to guests regarding city and hotel attractions or points of interest Book reservations for guests both within the hotel and at outside facilities Log guests requests and perform follow-up with guests Ensure any incoming and outgoing packages are logged and delivered appropriately Answer and process all incoming/outgoing guest and in-house calls, including text messaging, managing 3-4 calls per minute at times Provide prompt and courteous switchboard services to our guests, including taking messages when necessary Forward messages, faxes and emails as needed to guests and various departments Answer basic inquiries for guests in a courteous and efficient manner, including incoming calls, taking and entering In-Room Dining orders, and guest requests with accuracy Remain aware of daily events, restaurant, entertainment, and special events in local area Ensure wake up calls are properly monitored and are promptly placed within parameters of hotel policies and standards Post charges to guest rooms, including credit card or cash transactions Deliver on guests' expectations and have the desire to create WOW moments Perform additional duties as assigned that may be outside the scope of duties, based on business needs About You You are passionate about providing exceptional service and creating memorable moments You have strong communication skills and the ability to collaborate in a team environment You are open to learning, developing, and growing both yourself, personally, and helping others do the same You are trustworthy and have integrity

Requirements

Minimum two years of experience in Customer Service
Minimum two years of experience in a hotel operations environment preferred
High School Diploma or equivalent required; Bachelor's Degree preferred
You are passionate about providing exceptional service and creating memorable moments
You have strong communication skills and the ability to collaborate in a team environment
You are open to learning, developing, and growing both yourself, personally, and helping others do the same
You are trustworthy and have integrity

Nice To Haves

Luxury hotel experience is a plus

Responsibilities

Provide excellent customer service and telephone etiquette
Host and welcome guests with a friendly and sincere demeanor
Assist with guest check-in and out process, as well as folios and billing
Own and solve guest stay areas of opportunity.
Going 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 recordkeeping for guest accounts, being knowledgeable about hotel services and local surroundings in order to answer, respond and communicate with guests regarding questions and requests
Perform all Front Office Agent duties, including Concierge, PBX, and Order Taker responsibilities during a shift or as needed based on business needs
Provide information and assistance to guests regarding city and hotel attractions or points of interest
Book reservations for guests both within the hotel and at outside facilities
Log guests requests and perform follow-up with guests
Ensure any incoming and outgoing packages are logged and delivered appropriately
Answer and process all incoming/outgoing guest and in-house calls, including text messaging, managing 3-4 calls per minute at times
Provide prompt and courteous switchboard services to our guests, including taking messages when necessary
Forward messages, faxes and emails as needed to guests and various departments
Answer basic inquiries for guests in a courteous and efficient manner, including incoming calls, taking and entering In-Room Dining orders, and guest requests with accuracy
Remain aware of daily events, restaurant, entertainment, and special events in local area
Ensure wake up calls are properly monitored and are promptly placed within parameters of hotel policies and standards
Post charges to guest rooms, including credit card or cash transactions
Deliver on guests' expectations and have the desire to create WOW moments
Perform additional duties as assigned that may be outside the scope of duties, based on business needs