What are the responsibilities and job description for the Guest Service Agent position at Gansevoort Meatpacking NYC?
Gansevoort Hotel is looking for Guest Service Agent to join our Front Desk team!
Guest Services Agent is responsible for performing a variety of guest service activities in an exceptionally friendly, professional and efficient manner. Duties will include registering guests, assigning rooms, settling guest accounts and coordinating with other departments to satisfy guest requests. Oversee front desk operations in managers absence if needed.
Please apply with your resume if you have hospitality skills/experience and enjoy working in customer service industry!
Primary Functions:
· To serve as a Gansevoort Hotel Group Brand Ambassador and maintain integrity of brand standards and goals.
· To uphold and comply with Coyle Standards and Gansevoort Core Values at all times.
· Establish and maintain standards of a 5 star service.
· Assist Hotel guests throughout their stay with check-in/check-out, all requests and service recovery.
· Answer inquiries about hotel services, facilities, in-house events, directions, local attractions, etc. Assist guests with check cashing, safety boxes, additional guest room keys, transportation, etc.
Specific Accountabilities:
· Process check-in/check-out and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures.
· Be present at the desk at all times, never leaving Front Desk unattended. Check with manager / supervisor before leaving work area for any reason.
· Process guest check-ins and room assignments following the hotel’s rate structures, discounts and sell/upsell strategies. Accommodate special requests when possible.
· Pre-register, block reservations and, as appropriate, take same day and future reservations. Cancel room reservations according to policies and procedures.
· Assist guests with their requests with consistently professional and positive attitude.
· Verify the information on the registration card and update guest profiles with accurate contact information. Update and re-print registration cards when making changes to reservations (such as suite upsells).
· Pick up the phone within 3 rings to assist guests, always adhering to telephone standards and etiquette.
· Resolve minor guests’ complaints to minimize escalations. Listen, apology with empathy, find a solution and follow through when resolving guest issues.
· Offer a sincere greeting before the guest reaches the desk and ascertaining the satisfaction of the guest’s stay.
· Upon checkout, update all recent charges to the guest profile. Verify all recent charges with the guest on their folio before they depart.
· Offer Guest Attendant assistance and luggage storage facilities. Offer to have the guest’s car brought to the door. Offer assistance in arranging transportation.
· Do the utmost to ensure that the guest departs satisfied.
· Thank the guest for staying with us and offer an expression of a return visit.
· Participate in Daily Pre-Shift briefings.
· Research disputed charges.
· Follow all cashiering procedures. Follow adjustments and allowance procedure.
· Follow established guest room key and entry procedures.
· Participate in Fire emergency response and evacuation plan as a Fire Brigade member.
· Properly record and follow through on all guest Wake-up Call requests.
· Be able to provide information about Hotel services, Outlet Operating Hours and standard amenities.
· Prepare traces and billing instructions.
· Answer telephone calls, send faxes and answer guests’ requests.
· Attend monthly department meetings and other mandatory meetings as scheduled.
· Be active participant and support your team in achieving the hotel goals and objectives.
· Be groomed and dressed as stipulated in the staff handbook including wearing the correct clean uniform attire.
Required Skills/Qualifications:
· High School Diploma, GED or higher education level.
· Previous work experience in a hotel or service industry preferred.
· OPERA experience preferred.
· Computer literacy (Word, Excel, etc).
· Oral and written proficiency in the English language.
· Good communication skills. Comfortable interacting and engaging in conversation.
· Good listening skills.
· Basic math skills.
· Attention to detail and organizational skills.
· Ability to multitask and prioritize.
· Ability to function in a noisy, hectic and crowed environment.
· Ability to remain calm under pressure.
· Ability to handle guests’ complaints.
· Neat and clean appearance.
· Stamina: you will spend the majority of time on your feet.
· General knowledge of the Meatpacking neighborhood and New York City.
· Being a team player and ability to successfully pass on information from one team member to another.
· Sensitivity to confidentiality relative to all aspects of our business.
· Flexible to work schedules to include morning/evenings/night, as well as weekends and holidays.
Physical Requirements:
· Must be able to be standing/mobile/stationary for at least 7 hours a day, 35 hours a week.
· Must be able to seize, grasp, turn and hold objects with hands.
· Periodical fast paced strides are required to go from one part of the property to another.
· Must be able to move, pull, carry and lift at least 20 pounds.
· Occasionally kneel, bend, crouch and climb is required.
· Must have depth perception and balance, for overall performance and be able to work with computers.
Job Type: Full-time
Pay: $27.50 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Work Location: In person
Salary : $28