Guest Relations Agent

Job Description

Job Description

COMPANY PROFILE:

The Battery is San Francisco's unique modern-era private social club. The Battery houses seven bars and casual, yet stellar dining rooms serving breakfast, brunch, lunch, and dinner. It has private event spaces and catering, and a boutique 14 room hotel including penthouse suites. Gardens, and breathtaking views of San Francisco add to the unique ambiance. The Battery offers a dynamic membership program including frequent lecturers, eclectic performing arts, curated experiences, publications, and excursions. The Club also houses The Battery Foundation, a 501(c)(3) organization, supported by our Members, that has made more than $30 million in grants since its inception.

POSITION PROFILE:

The Front Desk Agent is responsible for the smooth day-to-day running of the club reception area. The Agent will continuously interact with Members, guests of Members, and hotel guests through various forms of communication including, but not limited to text, telephone, emails, and face-to-face conversations. In addition, the agent will monitor public areas of The Battery, whilst consistently providing Members with unrivaled service. It is vital that this individual develop a rapport with Members, managers, and staff to ensure an outstanding Member experience and create a harmonious and fun environment for co-workers. All work-related duties must be done onsite.

This is an on-site position located in San Francisco.

DUTIES and RESPONSIBILITIES:

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or for other reasons.

General Operations:

• Check guests in and out of the hotel and escort hotel guests to their rooms to give the room orientation.
• Greet Members and their guests promptly upon their arrival.
• Maintain working knowledge of hotel outlets and public areas including hours of operation, pricing, and other Member related issues.
• Monitor and alter service based on guest reactions to guarantee satisfaction.
• Perform proper execution of opening and closing procedures.
• Communicate with all applicable departments in a timely manner to ensure smooth continuous service to all Members.
• Review hotel reservations and plan for any special requests or VIPs accordingly.
• Conduct frequent and consistent inspections of guest rooms and other public areas, ensuring that service opportunities are handled immediately.
• Liaise with Housekeeping to ensure property is always spotless.
• Monitor and maintain hotel supplies.
• Maintain a high level of cleanliness in the hotel and public areas.
• Report any maintenance issues (i.e. HVAC, plumbing, and electrical) to the maintenance department.

Customer Service and Guest Experience:

• Ensure that telephone is being answered promptly and cordially.
• Ensure that guests are being treated in a friendly and accommodating way.
• Monitor staff appearance and take action as necessary.
• Handle Member and guest correspondence as necessary.

Profitability and Cost Controls:

• Actively monitor inventory of supplies and maintain daily cost control and loss prevention.
• Maintain par levels for all supplies and equipment for hotel operations.
• Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Implement strategies for continuous improvement of Front Desk operations.

ESSENTIAL SKILLS:
Must have and be able to do all of the following:

• Work with a sense of urgency.
• Excellent communication skills, both written and verbal, in English.
• Take direction well; understand and follow written and verbal instructions.
• Can creatively solve problems and effectively implement solutions.
• Good time management skills; can manage and complete priority workflows and be detail oriented.
• Ability to learn and perform in a fast-paced environment.
• Ability to work both independently and in a team environment and able to handle multiple tasks.
• Able to deal with guests in a professional manner while always maintaining a composed demeanor.

MINIMUM REQUIREMENTS:
Must have and be able to do all of the following:

• At least 18 years of age.
• Stamina to work up to 40+ hours per week in full-time positions.
• Basic computer and math skills.
• Strong computer skills and ability to pick up new software quickly
• Must be able to read, write, speak, and understand English comprehensively

WORKING ENVIRONMENT/MINIMUM PHYSICAL REQUIREMENTS:
You must possess the physical, visual, and auditory ability to perform the essential functions of the job, with or without reasonable accommodations and be able to meet the following requirements:

• Heavy Member/guest contact is required.
• Must be able to tolerate varying noise levels, temperature, illumination, and air quality.
• Requires hand-eye coordination and manual dexterity.
• Requires normal sense of smell, taste, touch and sound.
• Must be able to respond to visual or aural cues.
• Continuously or periodically bend, twist, lean, lift, push, pull, kneel, bend, walk, stand, and/or sit up to 8+ hours per shift.
• Lift up to 50 pounds in order to perform the essential functions.
• Work in a stressful environment and stressful situations.
• Work in an environment where climate constantly changes.
• Maneuver freely through all areas of the property.