FRONT DESK AGENT-Regular

Job Description

Job Description

Position: Front Desk Agent

Dept: Clubhouse Operations

Full/Part Time Union

* This position requires union membership to Unite Here Local 2

Reports to: Clubhouse Operations Manager

Job Purpose:

The Front Desk Agent is the first point of contact for members, guests, employees, and vendors of the Bohemian Club, and as such must provide an exceptional level of service in a warm, professional, and discreet manner. This role is responsible for welcoming members, guests, and employees and properly fielding all front desk and back door interactions, coordinating hotel room reservations, fielding phone communications, and directing vendors and employees. The ideal candidate embodies the values of personalized hospitality, confidentiality, and excellence, and contributes to a seamless and enjoyable member and employee experience.

Duties & Functions:

• Guest Reception & Hospitality:
  1. Greet members, guests, and employees with warmth, using names whenever possible, and provide courteous and efficient assistance.
  2. Ensure all arrivals and departures are handled with professionalism and discretion.
  3. Anticipate member needs and personalize interactions to enhance the guest experience.
  4. Properly check in and direct employees and vendors to their areas of service.
  5. Maintain organization and cleanliness of immediate workspaces and the surrounding areas, working with the housemen when necessary.
  6. Remains “ready to serve” whenever on duty. Must be prepared to engage with Members, Guests, Staff and/or Vendors at all times.
• Telephone Operations:
  1. Answer incoming calls promptly and professionally, using proper etiquette and greeting standards.
  2. Transfer calls accurately and efficiently to the appropriate department or personnel.
  3. Take messages and relay information as needed with attention to detail and confidentiality.
• Reservations Management:
  1. Process hotel room reservations for members in the club’s reservation system as well as on the manilla cards.
  2. Professionally confirm reservations with members via email listing important information such as arrival/departure dates, room rate, and check in/out times.
• Administrative & Clerical Duties:
  1. Maintain accurate and up-to-date records of reservations, lost and found, and guest/vendor logs and employee sign in/out sheets.
  2. Coordinate with housekeeping, housemen, and other departments to ensure smooth service.
  3. Monitor outdoor cameras for trespassers, vandals, etc… and promptly inform management or proper authorities.
  4. Responsible for properly billing of rooms through either the Point-of-Sale system or similar hotel software.
• Professional Standards:
  1. Uphold and promote the values and traditions of the club at all times.
  2. Ensure confidentiality of member and guest information.
  3. Adhere to all club policies, procedures, and service standards.
  4. Maintain a poised and polished appearance in accordance with club standards.
• Uniform Provided by Club:
  1. Blazer – Branded navy blazer, Clean, professionally fitting, and conservative.
  2. Pants – Grey pants, clean and neatly pressed.
  3. Tie – Branded tie, clean and neatly pressed.
• Uniform Provided by Employee:
  1. Shirt – Clean white button-down collar shirt, neatly pressed.
     • Ladies may wear a professional white blouse.
  2. Under shirt – Clean white, crewneck undershirt.
  3. Belt- Black Belt.
  4. Shoes – Polished, black, conservative dress shoes.
     • High heels are not permitted.

Qualifications:

• Education & Experience:
• High school diploma or equivalent required.
• Minimum 1–2 years of front desk, concierge, or hospitality experience, preferably in a luxury hotel or private club setting.
• Skills & Attributes:
• Exceptional interpersonal and communication skills, both written and verbal.
• Strong attention to detail and organizational abilities.
• Professional demeanor with the ability to remain composed under pressure.
• Proficiency in Microsoft Office Suite and reservation or property management systems (e.g., Opera, Jonas, or similar).
• Ability to multitask in a fast-paced environment.

Required Physical Abilities:

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 30 pounds without assistance.
• Ability to spend extended lengths of time viewing a computer screen.
• Requires grasping, writing, repetitive motions, listening and hearing ability and visual acuity.
• Stand, sit, or walk for an extended periods of time or for an entire work shift.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.