Front Desk Agent (Producer) Part-Time
Company: The Verb Hotel
Posted on: November 26, 2022
*FRONT DESK AGENT (PRODUCER) PART-TIME*
*VISION: *The Authentic Rock and Roll Experience
*MISSION: *Our Band Produces a Uniquely Amplified Experience
through Genuinely, Fun and Caring Service that makes Our Guests
Feel Like Rock Stars
*JOB OVERVIEW: * Consistently perform and improve the Uniquely
Amplified Service Experience to all our guests, associates and
vendors to create exceptional memories that makes each feel like
"Rock Stars "and wanting to return to the Verb.
*WILDLY IMPORTANT GOAL: * To increase TripAdvisor traveler rankings
for customer service by providing excellent service that inspires
the guests to personally recognize your performance frequently.
*REPORTS TO: * Front Desk Manager/Assistant Front Desk
Manager/Front Desk Supervisor.
*ESSENTIAL JOB FUNCTIONS: *
*1. *Providing a uniquely amplified experience through fun and
caring service by listening to understand and empathizing with
*2. *The safety and security of our guests and associates is of
utmost importance to our team. Every associate should adhere to
hotel security and safety policies and procedures, particularly
regarding, cleanliness, key controls, lifting heavy objects, using
chemicals, and effectively reporting safety hazards and safety
*3. *Receiving personal recognition on TripAdvisor and TravelClick
guest surveys by following all 4 Levels of Service Excellence
*4. *Complete Pre-Arrival calls or notification to confirm room
type, parking and music preferences. Review of COVID19 Protocols
and current guidelines. Please make sure that credit has been
*5. *One of the keys to a positive guest experience is positive
interaction using the
SERVICE model (Smile, Enthusiastic, Recognize, Voice, Inform, Care,
It is essential that you always remain poised, and that you treat
all guests and associates with courtesy and respect, under all
circumstances. Every associate is a
Samuels representative and Fenway ambassador, every working minute
of every day.
Creating an exceptional first impression Use a positive and clear
speaking voice, listen to and understand requests, respond with
appropriate actions and provide accurate information to all guests
Review "House Rules" with all registered guests and their party and
get a verbal commitment that they are willing to follow these
during their stay.
Promptly complete the registration process by inputting and
retrieving information from the property management system,
confirming all pertinent reservation information including but not
limited to length of nights, room balances, number of travelers,
etc. Promote the Verb marketing programs. Make appropriate
selection of rooms based on guest needs and reservation details.
Code electronic keys.
Nonverbally confirm the room number and rate.
Promote the unique artifacts, building history and music
celebrations to create an
Authentic Rock and Roll Experience.
Confirm email address, music preferences and introduce them to
"Returning Rock Star Rate".
Perform welcome speech and issue backstage passes (room keys),
welcoming theme to the music theme of the day.
Accurately verify and swipe cards for authorization using
electronic acceptance methods.
Handle cash make change, balance, and audit an assigned house bank.
Accept and record vouchers, traveler's checks, and other forms of
payment. Post charges to guest rooms and house accounts using the
property management system.
Answer the phone promptly, two rings or less. Return calls if
message is left in two hours or less. Respond to email guest
requests in 24 hours or less. Personal email 24 hours or less
unless out of office message is on.
Go above and beyond guest expectations by responding promptly to
all guest's special requests, needs, challenges, and concerns using
LEARN model (Listen,
Empathy, Apologize, React, Notify). Please check with your manager
on empowerment guidelines.
Close out guest accounts at time of check out by verifying payment
Provide guest with folio information and check out details. In the
event of dissatisfaction resolve the issue by making empowered
decisions and providing solutions.
Thank each guest for choosing the Verb and ask them if you can
rebook next stay. Remind them of returning Rock Star Rate.
*(Additional Job Functions)*
Familiarity of Front Desk Scoreboard (TripAdvisor and Travelclick)
and follow through on Lead Measures to help achieve Front Desk
Assist guest with luggage to and from their room which may require
Promptly answer the telephone using a positive and clear voice.
Respond to voicemails and emails in a timely manner using accurate
and positive communication.
Communicate both verbally and in writing to provide clear accurate
direction to other staff. Input messages into property management
system. Retrieve messages and communicate the content to the guest.
Retrieve and organize mail, small packages, and facsimiles for
customers as requested.
Monitor guests to ensure compliance with hotel policies
specifically House Rules and Covid19 Guidelines.
Monitor third party inventory to make sure hotel is not
Follow up on all guest requests to ensure timely completion, to
include lost and found items, housekeeping requests, maintenance
issues, special requests, etc.
Assist in setting up guest amenities, special packages or
Remain calm and alert, especially during emergency situations
and/or heavy hotel activity, serving as a role model for guests and
Maintain standards of cleanliness of work area and public space.
Restock supplies as needed including lobby, restrooms, and pool
area. Specifically the back office.
Comply with attendance rules and be available to work a full-time
shift on a regular basis for various shifts (day, evening and
weekend shifts based on hotel needs).
Perform any other job-related duties as assigned.
*REQUIRED SKILLS AND ABILITIES: *
High School Diploma or equivalent required. Must have the ability
to communicate in
English. Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times. Can
communicate well with guests. Must be willing to "pitch-in" and
help coworkers with their job duties and be a team player. Ability
to empower themselves to effectively deal with internal and
external customers, some of whom will require high levels of
patience, empathy, tact and diplomacy to defuse anger and collect
accurate information and resolve conflicts. Basic mathematical
skills and skill in the use of a calculator to prepare moderately
complex mathematical calculations without error. Ability to access
and accurately input information using a computer system.
Ability to lift 50lbs, stand for an extended period of time, walk,
bend, and continuously perform behind the front desk. Ability to
observe and detect signs of emergency situations. Ability to
communicate verbally and in writing and prepare complex reports of
room availability and revenues generated. Ability to establish and
maintain effective working relationships with associates and
customers. Any related certification(s) is a plus.
*PERFORMANCE STANDARDS (Performance evals) *
In order to maintain a positive guest and associate experience,
your work habits should always meet and strive to exceed hotel
standards for work procedures, dress, grooming, punctuality and
attendance. You should be adaptable to change in your work area and
in hotel procedures with a willingness to learn new skills and/or
improve existing ones, have the ability to solve routine problems
that occur on the job and ask for help whenever you are not sure
how to do something. In this position you are expected to:
*1. *Provide genuine fun and caring service to all.
*2. *Proactively communicates concisely the most impactful
*3. *Make empowered decisions to the benefit of guests and the
*4. *Be a hard-working individual while holding oneself
*5. *Have professional competency in Hotel systems and
*6. *Can lead and manage others in an effective way.
*7. *Take initiative and the ability to self-motivate.
*8. *Hold themselves with a high sense of integrity and promote
*9. *Can act on essential and important procedures and lead
*10. *Helps achieve Hotel's Wildly Important Goals
This description excludes non-essential and marginal functions of
the position that are incidental to the performance of the
fundamental job duties. Furthermore, the specific examples in each
section are not intended to be all-inclusive. Rather, they
represent the typical elements and criteria considered necessary to
perform the job successfully. Other job-related duties may be
assigned by the associate's supervisor.
Furthermore, this description is subject to change, in the sole
discretion of the Company, and in no way creates an employment
contract, implied or otherwise; each associate remains, at all
times, an "at will" associate.
Job Type: Part-time
Pay: $21.00 per hour
* Paid time off
* 8 hour shift
* Day shift
* Night shift
* Weekend availability
* High school or equivalent (Preferred)
Work Location: One location%58047475%
Keywords: The Verb Hotel, Boston , Front Desk Agent (Producer) Part-Time, Sales , Boston, Massachusetts
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