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Front Desk Agent

posted October 22, 2018

The Axiom Hotel
San Francisco, CA
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603021 l

About This Job

To efficiently operate all functions of the front desk to include check-in, check out, cash handling, luggage assistance, problem solving and concierge functions.  This position supports all other operating departments to maintain a successful operation. Maintaining good customer relations is a major focus of this position.


Administration

  • To be responsible for the smooth check in and check out of guests.
  • To make sure that all cash handling procedures are followed with emphasis on guest privacy and proper handling of sensitive material.
  • To follow all Kokua Hospitality rules, regulations, and codes set forth in the handbook.
  • To uphold the company’s Core Values.
  • To provide excellent guest service and take ownership of guest needs.
  • To assist in maintaining the departmental operations manual.
  • To communicate with guests and other departments in a professional manner at all times; this includes during meetings, one-on-one communication, and written communication.


Customer Service

  • Greet and register guests, and assigns rooms.
  • Processes all check-outs and check-ins for the Axiom hotel.
  • Provide guests with pertinent information concerning the hotel's accommodations and features.
  • To deliver Kokua Hospitality’s core values and provide exceptional guest service at all times.
  • To provide excellent service to internal customers in other departments as appropriate.
  • To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved to complete satisfaction.
  • To be sure that providing excellent customer service is a priority and that guest care is consistent with the goals of an upscale hotel.  Goals will be set on a regular basis to ensure consistency throughout the Front Office Team.
  • To be familiar with walking directions, public transportation systems, and area attractions to be an advocate of San Francisco and offer knowledge and assistance to guests.


Financial

  • Verifies that all checks are properly endorsed and stamped
  • Balances all department accounts before the end of the shift and follows procedures for all computer postings
  • Keeps keys and cash under constant security
  • Accept packages for guests and for the administrative offices.  Enforce a package tracking and delivery procedure
  • Monitors guest accounts and notifies supervisor of any extreme charges to any guest account, or any suspicious action by a guest
  • To assume full responsibility for the shifts assigned
  • To work closely with the Maintenance, Valet and the Housekeeping departments
  • To deliver Axiom standards to the guests
  • To demonstrate multi-tasking, be flexible with scheduling to meet the needs of the business, and maintain a positive and professional demeanor while on duty
  • To assist with special luggage handling and special group requests for check in and check out when needed
  • To ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information
  • To support any upgrade programs that management deems appropriate


Operational

  • Maintains the neatness of the Front Desk work area.
  • Maintains safety deposit boxes.
  • Audit bank at the close of each shift and report any discrepancies as appropriate
  • Responsible for completing all assigned training and carrying out all aspects of operating the Front Office Department.
  • Keeps a constant check of arrival and departure reservation status.
  • Follows up with the Housekeeping department on late check outs.
  • Monitors the room status in Opera using the Discrepancy Report.  Work directly with housekeeping to immediately investigating and correcting any discrepancies.
  • Runs daily system reports, i.e. arrivals, departures, occupancy, house count, etc. and distributes them according to established guidelines.
  • To perform all duties as required.
  • To be punctual and adhere to all grooming and uniform guidelines while on duty.
  • To maintain a well-organized check-in area and front desk resource area.
  • To closely monitor inventory of front desk supplies and maintain stock of all necessary items to the front office functions.
  • To handle waste and recycling efforts within the guidelines set by California Law and to handle confidential information as directed.
  • To implement the comprehensive safety initiatives and all hotel standards.
  • To ensure that OSHA and ADA policies are upheld and enforced.
  • To observe the condition of all operating equipment and notify the Front Office Manager of any deficiencies.
  • To assist in training front desk staff on the Emergency Response Plan to ensure all team members know what to do in the event of an emergency both internally and how to care for guests during an Emergency.
  • To advise the Front Desk Supervisors of potential improvements that could be made to the operation.
  • To establish, control and monitor closely all green initiatives including the proper disposal of waste.  It is essential that the hotel recycle everything possible to embrace the Green Initiatives of our city, state and with our guests.
  • To maximize the energy efficiency of all equipment, notifying the Front Office Manager of energy-inefficient equipment that should be replaced.
  • To work closely with the valet and bellman to ensure that the guest experience is friendly and efficient.
  • To follow all company life safety procedures.
  • To work in a supportive and flexible manner with other departments, in the spirit of “Teamwork”.


Other Duties

  • To maintain a professional demeanor and appearance, representing Axiom Hotel and Kokua Hospitality in a professional way, especially to competitor hotels and community organizations.
  • To respond to changes in the front desk as dictated by the industry, company and hotel.
  • To read the hotel's associate handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire safety, hygiene, health and safety.
  • To attend training sessions and meetings when required.
  • To carry out any other reasonable duties and responsibilities as assigned.


Kokua Hospitality is an equal opportunity employer committed to hiring a diverse workforce and fostering an inclusive culture. Kokua Hospitality does not discriminate on any basis protected under federal, state or local laws.

 

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About This Employer

The Axiom Hotel

28 Cyril Magnin Street
San Francisco, CA 94102

(415) 392-9466

152 Room Hotel

www.axiomhotel.com

CONNECT WITH SAN FRANCISCO

THE AXIOM HOTEL® IS WHERE HISTORY MEETS THE DIGITAL REVOLUTION. LOCATED AT THE FOOT OF THE POWELL CABLE CAR TURNAROUND IN SAN FRANCISCO’S UNION SQUARE—THE EPICENTER OF THE CITY’S GROWING TECH COMMUNITY, YOU’LL DISCOVER THE PULSE OF THE DIGITAL AGE IN SAN FRANCISCO. 

Where history meets the digital age – is located on Powell Street at the nexus of San Francisco’s historic Union Square and innovative SoMa district. Our boutique hotel accommodations welcome those who desire a digital lifestyle delivered through seamless technology and elevated guest service. We are located in a century-old San Francisco building infusing classic architecture with electric modern design.  You arrive and depart with the knowledge that you have truly experienced the “Center of Next.”

Our spacious accommodations are comfortable, functional, and modern – designed for the upward movers and forward thinkers. Rooms feature contemporary furnishings inspired by global modern design houses, minimalist lighting that creates a soft ambiance, and state-of-the-art amenities such as large smart TVs, smart phone docking stations, and lightning fast fiber optic Internet access.