Hotel Front Desk Agent- Stanford Guest House Details

Hotel Front Desk Agent- Stanford Guest House

Stanford University - Stanford, CA

Employment Type : Full-Time

Swing Shift

Shifts will be scheduled between 2PM to 11PM. (shifts starting between 2 p.m. and 10 p.m.) will be paid a 10% shift premium)

Night Audit Shift

Shifts will be scheduled between the hours of 10:30pm and 7am. (shifts starting between 10 p.m. and 3 a.m.) will be paid a 15% shift premium)

• Both positions would require availability on the weekends.

ABOUT STANFORD AND RESIDENTIAL & DINING ENTERPRISES (R&DE):

Founded in 1891, Stanford University is among the top academic institutions in the country, excelling in a wide range of fields from the humanities to information technology to the health sciences and medicine. The university is located near Palo Alto, 35 miles south of San Francisco, on an 8,800-acre campus.

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. The Department has an annual operating budget of over $316 million and is steward of a $3.1B asset portfolio comprising seven million square feet (one-third of Stanford’s physical plant), provides housing for nearly 14,000 students and their dependents, serves over 18,000 daily meals at 30 dining and retail locations and over 500,000 meals at athletic concessions events, and hosts 20,000 conference guests annually. R&DE comprises 1,300 FTE and part-time staff in the following divisions: the Office of the Senior Associate Vice Provost (SAVP), Student Housing Operations, Stanford Dining, Stanford Hospitality & Auxiliaries, Stanford Conferences, and a team of R&DE strategic business partners: Finance & Administration, Human Resources, Information Technology, Maintenance Operations and Capital Projects, and Strategic Communications.

“Students (Customers) First” is the mantra of R&DE and our strategic goals reflect our commitment to delivering quality and excellence to our constituents every day. In R&DE, “Excellence is defined by aligning our strategic goals and performance with our vision.”

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.

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

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 his or her job.

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.