Summary of Position
Provide excellent service to guests throughout their stay. Make reservations, check guests in/out, answer all incoming calls, respond to any guests’ requests, and solve issues quickly. Share information about hotel amenities and make recommendations about surrounding area.
Requirements
- Has a minimum one (1) years of customer facing experience.
- Effective verbal and written communication skills in English.
- Willing to work weekends and holidays based on business needs.
General Responsibilities
- Stay guest focused and nurture an excellent guest experience.
- Answer telephone, make reservations, check guests in, check guests out.
- Act as hotel concierge for guests.
- Act as communication hub for hotel and guest liaison with other departments.
- Knowledge of the local area to provide recommendations to guests.
- Understand and follow all safety procedures.
- Understand and follow all Guest Services operating procedures.
- Balance the business day’s ledgers, revenues, and payments.
- Report daily statistics to management.
- Act as Manager on Duty when working alone.
Specific Responsibilities
- Provide exceptional customer service to all guests.
- Be proficient in all Front Office equipment such as Property Management System, Key Machine, Credit Card Terminal,
- and Point of Sale System.
- Understand and follow hotel’s Guest Services accounting procedures for folio charges, payments, cash handling,
- adjustments, tax exempt and house accounts,
- Understand and follow hotel’s Guest Services operating procedures for safety, security, and operating procedures,
- Be proficient in Franchise loyalty program to be able to promote, explain and acknowledge members status,
- Use appropriate greeting and etiquette when answering telephone,
- Review, acknowledge and accommodate guests’ requests where applicable and available,
- Process new reservations, edits and cancelations within company policies and franchise guidelines.
- Check guests in and out per company policies and procedures.
- Inform guests of hotel amenities and policies at check in.
- Follow and enforce key control policy for guests and associates.
- Handle guest requests, concerns or complaints professionally and in a timely matter.
- Provide concierge services including proving driving or walking directions as well as recommend local preferred
- restaurants for dinning.
- Communicated with management daily on current available rates.
- Monitor hotel inventory of guest rooms and communicate with appropriate departments and management regarding out
- of order rooms, room discrepancies or negative balances.
- Follow additional operating and accounting procedures for group arrivals.
- Maintain appropriate inventories of supplies throughout shift for efficient service.
- Maintain a proper clean and sanitized workspace.
- Maintain a proper clean and sanitized guest space.
- Place maintenance work orders and repairs into electronic maintenance system.
- Maintain and review daily shift log for Guest Services and hotel departments.
- Maintain courteous and professional communication with other hotel departments, keep all appropriate departments
- updated with necessary information.
- Preform property walk(s) to ensure the security and safety all guest.
- Properly and accurately conduct the audit and accounting functions in a timely manner.
- Inform management of any unique situations, or unusual developments.
- Fully understand and be able to perform all duties of Guest Service Agents
- Perform other duties as needed and requested by management.
Optimum Attributes:
- Willing to take responsibility and accountability for the team.
- Strong attention to detail & ability to multitask.
- Epitomize professionalism.
- Determined and motivated to meet and exceed expectations.
- Reliable, responsible, and dependable
- Highly developed verbal and written communication skills
- Motivating team player
- Active & attentive listener
- Open with praise; discreet with criticism.
- Emphatic and tolerant
- Consistent and influential
- Rational, prudent, and practical
Performance Standards:
- TBD