Front Desk Agent

The Front Desk Agent role at Nobu Hotel Palo Alto focuses on delivering prompt, courteous service at the front desk. The position supports smooth guest arrival and departure processes while providing on-site concierge support for guest inquiries and requests.

Key Responsibilities

• Greet guests promptly with a friendly, sincere welcome, register arrivals, and assign rooms.
• Provide guests with information about hotel services and facilities, including outlet hours, amenities, and local attractions.
• Complete the registration process by entering and retrieving guest details in the computer system, confirming guest information, length of stay, and room type.
• Code electronic keys and issue the room key folder to guests.
• Process payment authorizations by swiping credit cards using the electronic acceptance method.
• Handle cash transactions, make change, and balance the assigned cash bank.
• Answer the front desk telephone within three rings using the correct daytime greeting and proper telephone etiquette.
• Answer internal calls related to housekeeping or engineering requests and dispatch the appropriate personnel.
• Respond to inquiries regarding hotel services, shopping, dining, entertainment, and travel directions, supporting guests as an on-site concierge.
• Input messages into the computer, retrieve messages, and communicate the content to guests.
• Retrieve mail, small packages, and faxes for guests as requested.
• Assist with check-out, ask about guest satisfaction, and resolve issues when necessary, including encouraging guests to leave positive feedback on social media outlets.
• Field guest complaints by conducting thorough research to identify effective solutions.
• Perform other duties as assigned by the supervisor.

Requirements

• Ability to effectively work with internal and external customers, including situations requiring patience, tact, and diplomacy to help diffuse anger; ability to collect accurate information and resolve conflicts.
• Ability to access and accurately enter information using a moderately complex computer system.
• Ability to communicate clearly with a positive speaking voice.
• Excellent organizational skills.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to use reasonable judgment when decisions impact guest satisfaction.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedural manuals.
• Ability to speak multiple languages is preferred, though not required.
• Meets legal age requirements for the position.
• Valid California Food Handler Card.

Education and Experience

• High school diploma is preferred; any combination of education and/or experience that provides required knowledge, skills, and abilities will be considered.
• Prior hospitality experience is preferred, ideally in a luxury environment.

Preferred Technologies

• Moderately complex computer system
• Electronic keys
• Electronic acceptance method

Schedule, Compliance, and Attendance

• Regular attendance in line with hotel standards is essential; irregular attendance may result in disciplinary action up to and including termination.
• Due to the cyclical nature of hospitality, employees may work varying schedules based on hotel needs, including nights, weekends, and holidays.
• Upon employment, employees must comply with hotel rules and regulations for safe and efficient operation of the hotel facilities.

Physical Demands and Work Environment

• Regularly required to stand (up to eight hours per shift excluding required meal periods and rest breaks), reach for items commonly used, and speak to and listen to guests.
• Occasionally required to lift and/or move up to 50 pounds.
• Noise level is usually moderate.

Grooming

All employees must maintain a neat, clean, and well-groomed appearance. Specific guidelines are provided in the Employee Handbook.

Compensation, Location, and Education Preference

• Location: Palo Alto, CA (onsite)
• Salary: USD 25 - 26 per hourly
• Education: High school diploma (preferred)

Position Summary

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of the stay to meet the hotel’s standard of quality.