Job Description

Summary

Company Background

The Standard is one of the most culturally engaged hotels in the world. Hotels with real cultural life, an inclusive spirit and true creative attitude. A destination layered with events and amusements that leaves you with an uplifted feeling.

The Standard's irreverent and playful sensibility, combined with a careful consideration of design, detail and service, have established its reputation as a pioneer of hospitality, travel, dining, nightlife, and beyond. The Standard hotels are known for their taste-making clientele, their pioneering design, and their unrelenting un-Standard-ness.

Mission Statement

To create experience by embracing and empowering a diverse collective of team members, collaborators, and guests, who choose to call The Standard home.

Our Purpose

The Standard’s commitment is to being an anchor for each neighbourhood in which we reside as well as a platform for culture and creativity. Bringing people together in its spaces to interact with each other in genuine ways.

Our promise is to ensure that a stay is an experience and that a memory means making friends and having stories to tell.  To understand why it exists, is to understand that The Standard, is a platform for people to meet, to engage, to learn, to dine, to sleep, to dance, to hideaway, to make believe and to do so whilst being yourself and having fun doing it.

We think of ourselves as a stage, not just a hotel. Here, you can become whomever you like, even if for just a night. Here, you will meet new friends, find new challenges, eat new food, stay up late, sleep in later, and at times, never even leave the property. We are unapologetically comfortable with disrupting expectations. It’s WHO WE ARE!

#StandardFamily

Job Title:  Front Office Agent

Department: Front Office

Location: The Standard, High Line

Reporting to: Director of Front Office Operations/MOD

Job Purpose:  To warmly welcome and assist guests with exceptional service, ensuring seamless check-ins and check-outs, and providing valuable local insights to enhance their overall experience at The Standard.

Main Duties & Responsibilities  

• Welcome guests in a friendly, prompt and professional manner.
• Perform check-in and check-out procedures using Opera.  Obtains guest information and ensures that the assigned room type and rate are correct.  Review bills with guest upon check-out and obtains guest signature.
• Register guests, issue room keys, provide information on hotel services and room location.  Answer phones in a prompt and courteous manner.
• Up-Sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures including, but not limited to posting all charges, completing cashier and other reports, preparing deposit and counting/securing assigned bank.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Communicates room statuses with housekeeping to coordinate timely check-ins and check-outs.  Informs housekeeping of early arrivals and “rush” rooms.
• Communicates with bellmen to deliver luggage or other items to guest rooms.  Informs bellmen of guest requests.
• Coordinates transportation to and from the airport.
• Reviews logbook and comments/complaints book at beginning of shift.  Adds any important information to books throughout shift.
• Reviews all planned arrivals and departures in Opera and notes estimated times.
• Coordinates any room changes or moves.
• Informs guests of any visitors.
• Possibly provide guest with recommendations for dining, shopping, and for any other requests.  Has a thorough and extensive knowledge of the area.  Provides guests with directions.
• Possibly, confirms lunch or dinner reservations with any of the internal and external restaurants for guests. 
• Ensures that supplies in amenity drawer are stocked and organized.
• Ensures that lighting in lobby is appropriate.
• Takes reservations when reservations department is not available or reservation requested in person.
• Maintains a cashier bank.  Prints ledger and closes cashier at end of shift.
• Respond appropriately to guest complaints.  Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions and information updates on changes.
• Communicates important information with the previous and next shift.
• Promote team work and quality service through daily communications and coordination with other departments.
• Maintains a courteous and professional manner at all times.
• Has thorough knowledge of hotel property and services.
• Ensures privacy and confidentiality for all hotel guests.

Specific  Requirements :

Essential:

• Ability to read, comprehend, and carry out instructions, preferably bilingually.
• Have at least 1 to 3 months prior experience in similar position.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to perform these operations using units of American money and weight measurement, volume, and distance.
• Have organizational skills.
• Open availability is required.
• Level of experience in a high volume, high-end hotel is recommended but not required.

Physical:

• Frequently standing up behind the desk and front office areas.
• Carrying or lifting items weighing up to 50 pounds.
• Use a keyboard to operate various property management and reservations systems.
• Understanding: Ability to read, comprehend and carry out instructions according to established procedures.
• Comprehension: Fluent in the English language.
• Organizational Skills: Work efficiently, utilize multi-tasking, prioritize tasks.
• Hygiene and Sanitation: Adherence to uniform, grooming and personal hygiene standards and expectations per SOP’s.
• Punctuality: Adherence to posted schedule and arrival time and attendance at mandatory meetings when scheduled.
• Responsibility: Personal comportment in line with Standard, New York policies, standards, and expectations.
• Guest-service oriented.
• Strong interpersonal and communication skills.

Compensation and Benefits

• Pay Rate $25.13 per hour
• Excellent and Affordable Health care coverage
• Life Insurance, Disability Insurance, Pet Insurance
• 401k
• 160 hours of PTO / year and Company recognized holidays
• Employee Discounts on Rooms, F&B, Retail, and The Standard Marketplace
• Employee Meals, Employee Referral Program, Commuter Discounts
• Regular fun staff events and celebrations!!!

This position is at a location where Hyatt is not the employer. The employer of individuals working at this hotel may be a third-party management company that is responsible for all employment benefits and obligations at this location.

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