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Lead Front Desk AgentCourtyard Financial DistrictNew York, NY
A property of: Real Hospitality Group
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Job Description

REPORTS TO: Front Office Manager

Benefits/Perks of Working With Us:

Upon joining Real Hospitality Group, associates are offered competitive compensation, career growth opportunities, flexible access to wages, holiday, sick and vacation pay, health, dental and vision insurance, employer paid life, accidental death, and dismemberment insurance, an employee assistance program, a 401k, and many associate discount options.

Purpose for the Position:The Lead Front Desk Agent will check in and out guests to the hotel, ensure proper room and miscellaneous postings, secure credit, answer questions, answer telephones, provide maximum levels of guest service and support the hotel's rooms division in anyway required to ensure complete guest satisfaction. Responsible to work side by side with department supervisors and manager to train new associates. Monitor, correct and resolve all customer service needs that may arise. Coordinate with housekeeping and engineering daily to ensure room readiness for groups. Report accidents, injuries, and unsafe work conditions to manager.

The Lead Front Desk Agent Essential Responsibilities:
  • Greet, register, and assign rooms to guests of hotel.
  • To ensure that guests are greeted, checked in and allocated rooms promptly and courteously.
  • To be readily available at all times to deal with problems or complaints.
  • Verify customers' credit, and establish how the customer will pay for the accommodation.
  • Keep records of room availability and guests' accounts using computerized property management systems.
  • Compute bills, collect payments, and make change for guests.
  • Perform simple bookkeeping activities, such as balancing cash accounts.
  • Issue room keys and escort instructions to bellmen.
  • To ensure that check-in procedures are strictly adhered to and that the correct address and charge out details are obtained from each guest.
  • To ensure that all charges are correctly entered in the guest's bill and that this is up to date at all times.
  • To ensure credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval and that written confirmation, purchase orders, or order numbers are on file.
  • To ensure that accounts are balanced daily.
  • To ensure effective and speedy check-out procedures.
  • To ensure that inquires, messages, theatre bookings are dealt with courteously and efficiently.
  • To ensure all front of the house areas are clean and orderly at all times.
  • To ensure that newspapers and parcels are delivered to rooms without delay.
  • To ensure that incoming and outgoing telephone calls are handled promptly and courteously.
  • To carry out and ensure that regular on-the-job training is taking place to agreed standards.
  • To ensure accurate and timeliness submission of all reports and administrative work.
  • Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually, or by using computers.
  • Transmit and receive messages, using telephones or telephone switchboards.
  • Contact housekeeping or maintenance staff when guests report problems.
  • Make and confirm reservations.
  • Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.
  • Record guest comments or complaints, referring customers to managers as necessary.
  • Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
  • Answer all incoming phones in three or less rings.
  • Complete "bucket checks" to ensure all accounts are current and comply with standards established by the hotel's controller and Front Office Manager.

  • To do this kind of work, you must be able to:
    • Be an outgoing, welcoming personality for the Hotel.
    • Complete all assigned tasks, reports, projects etc. in a professional manner and on an on-time basis.
    • Use logical thinking and personal judgment to perform a variety of office tasks that require special skills and knowledge.
    • Make decisions based on your own judgment and company policy.
    • Follow instructions without close supervision.
    • Speak and write clearly and accurately.
    • Be available for work days, evenings, weekends and holidays.

    Physical Demands: Lifting 10 lbs. maximum and occasionally lifting and/or carrying such articles as dockets, ledgers, and small tools. Walking and standing are required only for 90% of work hours. Reaching, handling, feeling, talking, hearing, and seeing.

    Environmental Conditions: Inside: Protection from weather conditions but not necessarily from temperature changes. A job is considered "inside" if the worker spends approximately 75% or more of the time inside.

    Math Skills: Requires mathematical development sufficient to be able to: Compute discount, interest, profit and loss, commission, markups and selling price, ratio and proportion, and percentages. Calculate surface, volumes, weights and measures.

    Language Skills: Must have developed language skills to the point to be able to: Read newspapers, periodicals, journals, and manuals. Write business letters, summaries and reports using prescribed format and conforming to all rules of punctuation, grammar, diction and style. Participate in discussions and debates. Speak extemporaneously on a variety of subjects.

    Relationships to Data, People and Things:

    Data: Compiling: Gathering, collating, or classifying information about data, people or things. Reporting and/or carrying out a prescribed action in relation to the information is frequently involved.

    People: Speaking-Signaling: Talking with and/or signaling people to convey or exchange information. Includes giving assignments and or directions to helpers or assistants.

    Things: Operating-Controlling: Starting, stopping, controlling and adjusting the progress of machines or equipment. Operating machines involves setting up and adjusting the machine or materials as the work progresses. Controlling involves observing and turning devices to regulate reactions of materials.

    Specific Vocational Preparation: Proficiency in Microsoft Office Professional with an emphasis on Word, PowerPoint and Excel to format and create professional documents to be used and distributed on the executive level. Candidate must have strong organizational skills and ability to prioritize duties to complete within required deadlines. Creativity to accomplish required tasks, such as documents being appealing to the eye, to find and research various information needed to complete and compile reports.

    (ref. 58193)

    Job Requirements

    We are an Equal Opportunity Employer that considers applicants without regard to race, sex, religion, national origin, disability or protected veteran status.

    Job Details

    Mid level

    About this location

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    Challenge Status Quo
    Customer Service
    Do Good


    Commuter Benefits
    Company Discounts
    Family Medical Leave
    Health Insurance Benefits
    Job Training
    Paid Holidays
    Paid Sick Days
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    Courtyard Financial District
    show more
    Address215 Pearl Street, New York, NY, 10038 View map
    Property typeHotel 
    room Count101-250 
    location TypeUrban 

    People (2)

    Marcus ManningRooms Division ManagerWhat advice would you give someone wanting to get into hospitality? Advice I would give to newcomers in hospitality is to be visible, accountable, responsible and reliable. It really goes a long way.
    Mahogany McCullumControllerWhat advice would you give someone wanting to get into hospitality? Remember always smile as you see in my picture...It's rare you catch me without smiling 😊. Everyday is a new day filled with so much opportunity!! You must embody patience...if not you better learn fast!!! The best thing I can tell someone coming in this industry is to have understanding. Being in this industry it goes hand in hand. Understanding your guests' needs, your associates' needs, and your ownership's needs. They are all vitally important!

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    Feeding America Food DriveOur teams across the portfolio did a great job collecting food items for Feeding America.
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    Real Hospitality Group