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
- $25.13 per hour -
Full-time - Excellent and Affordable Health Care coverage
- Life
Insurance, Disability Insurance, Pet Insurance Up to 104 hours
PTO, 56 hours - Paid Protected Time Off (Sick), 32 hours - Unpaid Protected Time
Off, 20 hours Paid Prenatal Leave
- 401k - Company matching up
to 3% after 1 year - 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.
