21c Museum Hotels
  • 14-Oct-2020 to 13-Nov-2020 (MST)
  • Front Office
  • Lexington, KY, USA
  • Hourly
  • Part Time

Benefits include health/vision/dental/life insurance, paid time off, 401(k), parental leave, and real-time access to earned wages.


21c Museum Hotels is committed to the Health and Safety of our teammates and guests.  We have collaborated with top physicians in the fight against COVID-19 to revise our already stringent cleaning protocols to providing the safest workplace as possible.  These new protocols include:

  • Social Distancing: We have added signage throughout our properties to encourage distancing among our teammates and guests.  We have also spaced our various fixtures within our properties, such as tables in our restaurants to encourage safe distancing.
  • Required Use of Masks:  Teammates and guests alike are required to wear masks at all times while in public spaces within our properties.  Masks must cover the nose and mouth.
  • Health Screenings:  All teammates and guests are required to go through a brief health screening process before entering our properties, this includes touchless temperature checks and a health questionnaire about possible exposure as well as symptoms related to COVID-19.
  • Cleaning & Sanitizing: We have increased the frequency of cleaning and sanitizing of our public spaces, particularly of those high-touch areas, such as door handles, handrails and elevator buttons.
  • Frequent Hand Washing:  All teammates are required to wash their hands frequently for at least 20 seconds while working.  We have also increased the number of hand sanitizer stations throughout our property to prevent the spread of germs or other contaminants.  

Reports To: Front Desk Supervisor/Front Office Manager

Supervises: None

General Purpose: With the goal of providing a superior experience, the Front Desk Agent is the face and voice of 21c, involved in any and all aspects of the guest experience. The Front Desk Agent is responsible for knowing all property services and amenities, welcoming guests, checking guests in and out, in addition to coordinating guest experience prior to arrival.

Specific Responsibilities:

  • Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
  • Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.
  • Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
  • Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
  • Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
  • Accepts incoming calls, assists outgoing calls, scheduling, setting wake-up calls and paging guests to provide guests with timely and efficient service.
  • Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
  • Maintains a friendly, cheerful and courteous demeanor at all times.
  • Processes all guest mail, messages and faxes: receives, sorts, notifies and distributes to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.
  • Stays up to date on gift shop merchandise, provides guests with information and processes gift shop sales.
  • Relays art exhibition information to guests.
  • Contributes and maintains established information and communications sources such as department and front desk log books in order to enhance department communications and operations.
  • Provides assistance to other employees and departments to contribute to the best overall performance of the department and the hotel.
  • Performs other duties as assigned, requested or deemed necessary by management.

Qualifications:

  • Knows standard cash handling procedures and knowledge of computerized cash register systems.
  • Must be fluent in English.
  • Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
  • Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
  • Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
  • Standard office equipment including but not limited to: telephone, copier, cash register, PC, fax machine, and PBX machine.
  • Must pass a background check.

Education/Formal Training

  • High School diploma or equivalent

Experience

  • Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.

21c Museum Hotels is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristic. The EEO is the Law poster is available here: http://www1.eeoc.gov/employers/poster.cfm

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