Posted : Monday, November 27, 2023 06:05 PM
General Information
Country/Region
United States of America
Province/City
Menlo Park, CA
Location
Rosewood Sand Hill
Department
Rooms - Front Office
Job Type
Full-time Permanent
Job Description
Essential Duties and Responsibilities
Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements.
Provide information and assistance to all guests and visitors.
Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
Ensure that standards are maintained at a superior level on a daily basis.
Maintain complete knowledge of correct maintenance and use of equipment.
Use equipment only as intended.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge at all times of: All hotel features/services, hours of operation, All room types, numbers, layout, decor, appointments and location, All room rates, special packages and promotions, Daily house count and expected arrivals/departures.
, Room availability status for any given day, Scheduled daily group activities / VIP’s.
Obtain assigned bank and ensure accuracy of contracted monies.
Keep bank secure at all times.
Meet with Supervisor to review daily assignments and priorities.
Access all functions of computer system.
Set up work station with necessary supplies.
Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
Promote positive guest relations to all individuals approaching the Front Desk.
Process all guest check-ins.
Confirm reservation in system and review all noted information.
For guests without a reservation, sell a room type agreed upon.
Register guest in the computer.
Verify reservation information with the guest (departure date, room type).
Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
Assign guest room.
Advise guest of any messages, mail, faxes, etc.
received for them.
Communicate services and amenities of the hotel to guests.
Obtain proper identification for tax exempt guests and attach form to registration card.
Assist with escorting guest and arranging/ transporting their luggage to the room.
Maintain guest history files on all guests.
Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
Set up accurate accounts for each guest checking in according to their requirements (i.
e.
, sharewiths, separate room/tax/incidentals, comp).
Accommodate room changes.
Document all guest requests, complaints or problems.
Take, record and relay messages accurately, completely and legibly.
Accept and record wake-up call requests.
Issue safe deposit boxes to guests and ensure security of keys.
Distribute all guest and department mail.
Monitor, send and distribute guest faxes.
Document and confirm reservations and cancellations.
Block rooms in computer and follow through on designated requirements.
Pre-register designated guests and prepare key packets.
Communicate pertinent guest information to designated departments/personnel (i.
e.
, special requests, amenity delivery).
Generate, print and distribute daily and weekly reports.
Resolve discrepancies on the room status report with Housekeeping.
Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
Process all check-outs.
Resolve any late charges.
Present folio to guest and resolve any disputed charges.
Settle guest accounts.
Inquire with guests for comments on their stay.
Process express check-outs.
Handle requests for late check-outs.
Conduct group check-ins/outs.
Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
Adhere to all cashiering procedures: Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges, Make change for guests, Cash guests' personal checks/travelers checks, Post charges, Run closing reports, Count and secure bank, Complete designated cashier reports, Balance receipts, Drop receipts.
Document pertinent information in the log book/ Software system /Front Desk Checklist.
All other duties as required.
General Skills.
Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
Technical Skills.
Ability to input and access information in the property management system/computers.
Language.
Required to speak, read and write English, with fluency in other languages preferred.
Physical Requirements.
Must be able to exert physical effort in transporting 30 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
Qualifications High school diploma.
Licenses & Certifications: None required.
CPR/ first aid certification a strong plus.
Experience Prefer 1 year previous experience as a Guest Relations Agent or equivalent customer service role Prefer experience in a luxury hotel environment or with a luxury brand Rosewood Sand Hill provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
SPECIAL POSITION REQUIREMENTS Rosewood Sand Hill requires all employees to be up-to-date on their COVID-19 vaccination, including receiving a booster if eligible.
Accordingly, applicants will be required to submit proof of vaccination prior to beginning employment, and may only begin employment if fully vaccinated.
In accordance with the law, Rosewood Sand Hill will accommodate applicants and employees who cannot be administered the COVID-19 vaccine for medical or religious reasons, if to do so would not be an undue hardship.
Applicants should contact teresa.
barajas@rosewoodhotels.
com if they have questions about this requirement or wish to request an accommodation under the law.
Pay The pay scale for this position is between $23.
56 and $26.
97/hour.
This is the pay range for this position that the Hotel reasonably expects to pay.
Decisions regarding individual rates will be based on a number of factors, such as experience, type of hotel luxury experience and/or Fine Dining Restaurant Experience.
About Us About the Company Rosewood Hotel Group, a privately owned company, is one of the world’s leading global lifestyle and hospitality management groups.
It encompasses five brands: ultra-luxury Rosewood Hotels & Resorts®; upper-upscale New World Hotels & Resorts; KHOS, a lifestyle concept by Rosewood; Asaya, an integrated well-being concept; and Carlyle & Co.
, a modern and progressive private members clubs.
About the Hotel Rosewood Sand Hill, a luxury hotel in Menlo Park, California, opened in 2009.
Nestled on 16 acres of pristine property in Silicon Valley, the five-star rated hotel offers a retreat for Bay Area executives and entrepreneurs, as well as local residents and visitors.
The historic California ranch-style architecture melds with fragrant gardens and stunning views of the Santa Cruz Mountains to create a unique atmosphere that appeals to all types of guests.
Rosewood Sand Hill provides 121 guest rooms that are perfect for relaxing or rejuvenating with resort-like amenities and high-quality service.
Guests can indulge at Sense, A Rosewood Spa®, or delight in the freshest local ingredients at Madera Restaurant.
There are many different experiences available at this beautiful property; whether you're looking for a peaceful getaway or a lively place to dine and drink, Rosewood Sand Hill has something for everyone.
Provide information and assistance to all guests and visitors.
Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
Ensure that standards are maintained at a superior level on a daily basis.
Maintain complete knowledge of correct maintenance and use of equipment.
Use equipment only as intended.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge at all times of: All hotel features/services, hours of operation, All room types, numbers, layout, decor, appointments and location, All room rates, special packages and promotions, Daily house count and expected arrivals/departures.
, Room availability status for any given day, Scheduled daily group activities / VIP’s.
Obtain assigned bank and ensure accuracy of contracted monies.
Keep bank secure at all times.
Meet with Supervisor to review daily assignments and priorities.
Access all functions of computer system.
Set up work station with necessary supplies.
Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
Promote positive guest relations to all individuals approaching the Front Desk.
Process all guest check-ins.
Confirm reservation in system and review all noted information.
For guests without a reservation, sell a room type agreed upon.
Register guest in the computer.
Verify reservation information with the guest (departure date, room type).
Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
Assign guest room.
Advise guest of any messages, mail, faxes, etc.
received for them.
Communicate services and amenities of the hotel to guests.
Obtain proper identification for tax exempt guests and attach form to registration card.
Assist with escorting guest and arranging/ transporting their luggage to the room.
Maintain guest history files on all guests.
Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
Set up accurate accounts for each guest checking in according to their requirements (i.
e.
, sharewiths, separate room/tax/incidentals, comp).
Accommodate room changes.
Document all guest requests, complaints or problems.
Take, record and relay messages accurately, completely and legibly.
Accept and record wake-up call requests.
Issue safe deposit boxes to guests and ensure security of keys.
Distribute all guest and department mail.
Monitor, send and distribute guest faxes.
Document and confirm reservations and cancellations.
Block rooms in computer and follow through on designated requirements.
Pre-register designated guests and prepare key packets.
Communicate pertinent guest information to designated departments/personnel (i.
e.
, special requests, amenity delivery).
Generate, print and distribute daily and weekly reports.
Resolve discrepancies on the room status report with Housekeeping.
Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
Process all check-outs.
Resolve any late charges.
Present folio to guest and resolve any disputed charges.
Settle guest accounts.
Inquire with guests for comments on their stay.
Process express check-outs.
Handle requests for late check-outs.
Conduct group check-ins/outs.
Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
Adhere to all cashiering procedures: Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges, Make change for guests, Cash guests' personal checks/travelers checks, Post charges, Run closing reports, Count and secure bank, Complete designated cashier reports, Balance receipts, Drop receipts.
Document pertinent information in the log book/ Software system /Front Desk Checklist.
All other duties as required.
General Skills.
Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
Technical Skills.
Ability to input and access information in the property management system/computers.
Language.
Required to speak, read and write English, with fluency in other languages preferred.
Physical Requirements.
Must be able to exert physical effort in transporting 30 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
Qualifications High school diploma.
Licenses & Certifications: None required.
CPR/ first aid certification a strong plus.
Experience Prefer 1 year previous experience as a Guest Relations Agent or equivalent customer service role Prefer experience in a luxury hotel environment or with a luxury brand Rosewood Sand Hill provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
SPECIAL POSITION REQUIREMENTS Rosewood Sand Hill requires all employees to be up-to-date on their COVID-19 vaccination, including receiving a booster if eligible.
Accordingly, applicants will be required to submit proof of vaccination prior to beginning employment, and may only begin employment if fully vaccinated.
In accordance with the law, Rosewood Sand Hill will accommodate applicants and employees who cannot be administered the COVID-19 vaccine for medical or religious reasons, if to do so would not be an undue hardship.
Applicants should contact teresa.
barajas@rosewoodhotels.
com if they have questions about this requirement or wish to request an accommodation under the law.
Pay The pay scale for this position is between $23.
56 and $26.
97/hour.
This is the pay range for this position that the Hotel reasonably expects to pay.
Decisions regarding individual rates will be based on a number of factors, such as experience, type of hotel luxury experience and/or Fine Dining Restaurant Experience.
About Us About the Company Rosewood Hotel Group, a privately owned company, is one of the world’s leading global lifestyle and hospitality management groups.
It encompasses five brands: ultra-luxury Rosewood Hotels & Resorts®; upper-upscale New World Hotels & Resorts; KHOS, a lifestyle concept by Rosewood; Asaya, an integrated well-being concept; and Carlyle & Co.
, a modern and progressive private members clubs.
About the Hotel Rosewood Sand Hill, a luxury hotel in Menlo Park, California, opened in 2009.
Nestled on 16 acres of pristine property in Silicon Valley, the five-star rated hotel offers a retreat for Bay Area executives and entrepreneurs, as well as local residents and visitors.
The historic California ranch-style architecture melds with fragrant gardens and stunning views of the Santa Cruz Mountains to create a unique atmosphere that appeals to all types of guests.
Rosewood Sand Hill provides 121 guest rooms that are perfect for relaxing or rejuvenating with resort-like amenities and high-quality service.
Guests can indulge at Sense, A Rosewood Spa®, or delight in the freshest local ingredients at Madera Restaurant.
There are many different experiences available at this beautiful property; whether you're looking for a peaceful getaway or a lively place to dine and drink, Rosewood Sand Hill has something for everyone.
• Phone : NA
• Location : Menlo Park, CA
• Post ID: 9003843616