Hotel Front Desk Agent

Location
California, United States
Posted
27 Jun 2019
End of advertisement period
27 Aug 2019
Ref
83677
Contract Type
Permanent
Hours
Full Time

ABOUT STANFORD UNIVERSITY AND RESIDENTIAL & DINING ENTERPRISES:

Stanford University, located between San Francisco and San Jose in the heart of California's Silicon Valley, is one of the world's leading teaching and research universities. Since its opening in 1891, Stanford has been dedicated to finding solutions to big challenges and to preparing students for leadership in a complex world.

Residential & Dining Enterprises (R&DE), the largest auxiliary organization at Stanford University, supports the academic mission of the University by providing the highest quality services to students and other members of the university community in a sustainable and fiscally responsible manner. R&DE comprises 11000+ staff in the following divisions: Office of the Senior Associate Vice Provost (SAVP Office), Student Housing Operations, Stanford Dining, Stanford Hospitality & Auxiliaries, Stanford Conferences, and a team of four R&DE strategic business partners: Finance & Administration including Information Technology, Human Resources, Strategic Communications, and Maintenance Operations & Capital Planning. R&DE houses 13,000+ students and their dependents while serving over 6.5 million meals annually to students, conference, catering, retail, and concession guests.

ABOUT STANFORD HOSPITALITY & AUXILIARIES:

Stanford Hospitality & Auxiliaries, a division within R&DE at Stanford University is committed to excellence and the highest level of customer service. It is recognized nationally for operating at “the cutting edge” of the industry receiving exceptional service ratings and numerous awards, including the Restaurant & Institutions Magazine Ivy Award for excellence in food service and hospitality. The Ivy Award is one of the industry’s most prestigious and coveted awards, give to those operations that meet the highest standards of food, hospitality and service. With R&DE’s vision “to be the best in the business” Stanford Hospitality and Auxiliaries is a Certified Green Business practicing sustainability in its purchasing and using equipment and processes that reduce solid waste and preserve natural resources. The highest Acterra Sustainability Award was received in 2006, in recognition of these initiatives

JOB PURPOSE:

Provide superior hotel-style customer service to visitors of the Stanford Guest House at a 24-hour front desk.

CORE DUTIES*:

  • Answer multiple phone lines in a fast-paced and distracting environment; collect or pass messages to/from guests and employees as required.
  • Coordinate email travel inquiries with internal and external customers.
  • Perform routine hotel functions, such as taking reservations and registering and checking out guests.
  • Perform basic concierge duties, including assisting with travel and transportation arrangements, informing guests about local amenities, coordinating guest dry cleaning, and securing guest valuables in safe deposit boxes.
  • Perform basic porter duties, including delivering guest packages, faxes, and mail, assisting guests with luggage transportation and storage, escorting guests to their rooms as required, and driving shuttle van to locations within the Stanford community.
  • Ensure guest safety and satisfaction by monitoring building access and maintaining key controls, submitting minor repair work orders, and coordinating room preparation with housekeeping.
  • Review daily transactions for accuracy; prepare account billing for financial processing.

* - Other duties may also be assigned

MINIMUM REQUIREMENTS:

Education & Experience:

High school diploma or G.E.D certification and six months of customer service experience in a fast-paced, hospitality-industry setting.

Knowledge, Skills and Abilities:

  • Demonstrated accurate cash handling knowledge and experience.
  • English language fluency.
  • Business writing acumen to originate and respond to correspondence.

Certifications and Licenses:

Valid California Non-commercial Class driver's license.

PHYSICAL REQUIREMENTS*:

  • Constantly stand/walk throughout an 8 hour shift; constantly perform desk-based computer tasks.
  • Frequently use a telephone, writing by hand.
  • Occasionally twist/bend/stoop/squat; lift/carry/push/pull objects (luggage) that weigh 21-40 pounds.
  • Rarely lift/carry/push/pull objects that weigh >40 pounds, sort/file paperwork.
  • Ability to obtain and maintain a California Non-commercial Class Driver's license and drive a non-commercial vehicle, day or night, transporting guests locally.

* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.

WORKING CONDITIONS:

Will work variable shifts (evenings, overnights, weekends, holidays) within a 24-hour, seven day per week operation.

WORK STANDARDS:

  • Must comply with the California Vehicle Code and Stanford University requirements when operating university-owned vehicles.
  • Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
  • Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
  • Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu.

Additional Information

Schedule: Full-time
Job Code: 7618
Employee Status: Regular
Grade: B
Requisition ID: 83677