$18-$20 Hourly
A Guest Service Agent with Hampton Inn is responsible for greeting and registering guests andchecking guests out of the hotel in the hotel’s continuing effort to deliveroutstanding guest service and financial profitability while utilizing thehighest possible level of service; thus, ensuring we are providing a welcomingand accommodating environment. As GSA you will be responsible for the check inand check out process of hotel guests in a courteous, professional and timelymanner. Responsiblefor handling incoming and outgoing phone calls; responding to guest requests;learn and disseminate basic hotel information; be knowledgeable of proceduresand techniques necessary for the smooth operation of the department.
Qualifications
To perform thejob successfully, an individual must be able to adhere to each of the essentialduties satisfactorily. The requirements listed below are representative of theknowledge, skill and ability necessary to do so. Reasonable accommodations maybe made to ensure individuals with disabilities are able to perform theessential functions.
Essential Duties and Responsibilities
- Knowledgeable in OnQ PMS is a plus.
- Greet guests and complete the registrationprocess to include, but not limited to, inputting and retrieving informationfrom the computer, confirmation of guest information and room rate, selectionof rooms, coding electronic keys, promoting marketing programs, providing awelcome packet and ensuring guest knows location of room and other hotelamenities.
- Respondto emergencies and document and relay comprehensive, accurate information toproper parties in emergency situations.
- Accept and deliver all messages promptly andaccurately, utilizing proper grammar and spelling.
- Operate office equipment including, but notlimited to, computers, PBX system, fax machine, e-mail, etc.
- Complete courtesy calls within 20 minutes ofguest check in.
- Complete PBX checklists.
- Ensure to sell and identify potential futurebusiness upon check in.
- Assist guests with check-out including, but notlimited to, ensuring rooms and services are correctly accounted, using thepoint-of-sale system, handling money, processing credit and debit cards,accepting and recording various forms of payment, making change and maintainbanks and/or cash drawers at the Front Desk.
- Demonstrate a thorough knowledge of hotelinformation including, but not limited to, room categories, room rates,packages, promotions, the local area and other general product knowledge andanswer guest questions and inquiries.
- Respond to guest inquiries and requests and resolveissues in a timely, friendly and efficient manner.
- Ensure that guests’ names are used throughoutyour interaction with them.
- Field guest complaints, conduct research andresolve and negotiate solutions for guest satisfaction, as needed.
- Receive, input, retrieve and relay messages toguests, as needed and ensure that guests’ needs and requests are met.
- Ensure to follow through on all issues anddiscrepancies as pertaining to Guest Services.
- Complete daily shift checklists.
- Conduct daily bucket checks.
- Completeand print all required daily reports, records & logs as necessary.
- Providehousekeeping with a list of “due outs.”
- On time and atwork when scheduled and in proper uniform.
- Promptguests to fill out the Satisfaction and Loyalty Tracking (SALT) and Tripadvisorsurvey upon check in and/or check out.
- Depositguests’ valuables in hotel safe deposit box.
- Consistentprofessional and positive attitude and actions when communicating with guestsand associates.
- If necessary, walkguests in a professional and courteous manner and in compliance with policies,procedures and brand stands.
- Answerand transfer calls in accordance with hotel standards.
- Restock& organize all work areas as necessary.
- Attendall mandatory meetings and hotel functions.
- Complywith all company standards and policies, as established in the employeehandbook.
- Other duties andtasks as requested by management.
POSITION REQUIREMENTS
Must have a minimum of 1-2 years HotelCustomer Service experience, hotel setting strongly preferred. Thoroughknowledge of customer service. The ideal candidate will demonstrate effectiveand professional written and verbal communications and have the ability toeffectively communicate with guests and team members.
Job Qualifications:
Education
HighSchool Diploma, GED or related field
Experience
Minimum1-2 years customer service (Hotel industry preferred), or an equivalentcombination of education and experience. On-Q Experience a plus.
(Ref: 514)