Job title: Guest Service Agent
Reports to: Front Office Manager
Job purpose
To consistently and professionally perform all front desk duties in accordance with hotel and brand standards.
Responsibilities
•Report to work on time and in proper uniform adhering at all times to company grooming standards.
•Maintain complete knowledge of correct maintenance and use of equipment.
•Anticipate guests' needs, respond promptly and acknowledge all guests regardless of business volume.
•Maintain positive guest relations at all times.
•Resolve guest complaints, ensuring guest satisfaction.
•Monitor and maintain cleanliness, sanitation and organization of front desk work area.
•Demonstrate complete knowledge at all times of:
A. Hotel features/services and hours of operation.
B. Room types, numbers, layout, dcor and locations.
C. Room rates, special packages and promotions.
D. Daily house count and expected arrivals/departures.
E. Room availability for any given day.
F. Scheduled in-house group activities, locations and times.
G. Hotel and departmental policies and procedures.
•Answer incoming calls within 3 rings using correct greeting and telephone etiquette.
•Review par levels for supplies during shift and replenish as needed.
•Make guest reservations when applicable.
•Consistently update front desk communication/guest service log.
•Enter all maintenance requests into Hotel Service Pro as requested.
•Maintain a professional voice and demeanor when communicating over the hotel radio.
•Assist front office management team with reviewing the following reports:
A. Credit limit
B. Reservations made yesterday
C. Rate check / Rate variance
D. Housekeeping status reports
•Run "emergency reports" as per the company requirements.
•Must be proficient with all "emergency" procedures.
•Perform necessary functions for setting up the next shift.
•Perform accurate and efficient bucket checks.
•Assist the sales department with group key packets, welcome letters, etc.
•Ensure that wake up calls are set up accurately and in a timely manner.
•Assist guests with reports of lost/stolen articles, following hotel policy.
•Adhere to hotel policies and procedures for guest/team member accidents or injuries and emergency's.
•Conduct guest "welcome" call according to brand standards.
•Ensure security of guest room access.
•Enter sales rooming lists if requested.
•Assist front office management team in researching disputed charges as requested.
•Be proficient in procedures for the proper handling of sold out nights and walking guests to another property.
•Maintain current list of available locations for walk situations.
•Anticipate low occupancy periods and coordinate blocking of rooms with Housekeeping Management.
•Review the arrivals report for accuracy. Check printed registration cards against information on the arrivals report, rectify and deficiencies as needed.
•Ensure that all VIPs are pre-registered according to standards.
•Work closely with housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report any guest concerns.
•Enter all guest maintenance issues into Hotel Service Pro. Follow up to make sure that issues have been resolved by maintenance staff in a timely manner.
•Print special requests report and block rooms according to specifications.
•Balance room types throughout day.
•Print credit check report and review status of each account. Follow up on accounts beyond approved credit limit.
•Review resumes for arriving groups, prep for check-in/preregistration.
•Coordinate delivery time of amenities with food and beverage to ensure timely delivery.
•Review requests for late check-outs and obtain proper approval from management. Communicate information to housekeeping department.
•Check for any special shuttle service requests.
•Print report for room discrepancies, rectify with housekeeping management and update PMS system accordingly.
•Ensure that all shift checklists are completed.
•Communicate all pertinent information to the next shift, especially as it pertains to "follow up" items.
•Maintain confidentiality of guest information and hotel data.
Guest Relations
•Is proactive and demonstrates a sense of urgency when dealing with guest concerns.
•Is readily available and approachable to all guests.
•Interact with guests on a frequent basis to obtain feedback about their experience.
•Anticipate the needs of large groups or high profile guests in order to deliver flawless service.
•Be visible at the front desk during shift. Never leave the front desk unattended.
Team Interaction
•Encourage and build mutual respect and cooperation among team members.
•Communicate effectively with all property team members.
•Respond in a timely manner to all members of the Management Team.
•Be professional and courteous towards team members at all times.
Company/Brand Policies & Procedures
•Ensure that all brand standards are adhered to and that the brand culture is promoted within the department.
•Adhere to safety policies and procedures to ensure a safe working environment for all team members.
Qualifications
•High School diploma or equivalent.
•Must have at least 1 year guest service experience in similar size property.
•Ability to perform job functions with attention to detail, speed and accuracy.
•Ability to prioritize and organize.
•Clear thinker, remaining calm and resolving issues using good, sound judgement.
•Ability to follow directions thoroughly.
•Ability to stand for long periods of time.
•Able to professionally handle guest complaints.
•Able to work effectively and efficiently with all departments.
•Willing to work flexible hours to include weekends, holidays and late nights.
•Maintain a professional appearance at all times.
•Able to multitask and work in a fast paced environment.
•MUST have a passion for providing "excellent" customer service experience.
*And any other job function deemed appropriate by management*