What are the responsibilities and job description for the Guest Service Agent / Night Audit position at Hampton Inn & Suites by Hilton Syracuse/Carrier...?
Ensures guest satisfaction by providing courteous and efficient service; Responsible for the accurate registration, posting of charges, and check-out of guests; Adheres to specific Brand Standards as required.
Essential Job Duties
Greets guests with genuine and warm spirit of hospitality
Registers (Check-in) guests in an efficient manner, following Baywood & Brand standards, securing proper method of payment
Posts transactions to guest and master accounts
Reviews guest account balance, ensuring that payment is secured
Reconciles discrepancies between Property Management System (PMS), Housekeeping reports and registration cards
Reviews arrivals and blocks special requests
Processes required reports, including down time, high balance, etc.
Monitors and restocks sundry shop, ensuring consumed items are paid for; Follows established procedure for removal of expired items.
Handles guest requests and concerns in a courteous and efficient manner
Coordinates the delivery of guest services by other hotel departments and outside businesses
Processes all incoming and outgoing reservation and cancellation requests in a timely and efficient manner
Prepares guest amenities, and ensures delivery in a timely manner
Handles in-house guest reservation requests such as extension, late check-out, and rebooking
Handles check-out procedures swiftly and accurately and assists guests on departure.
Maximize room revenue and occupancy levels through suggestive selling for upsell potential and walk in guests
Stores guest luggage
Presents to guests accurate information regarding marketing programs applicable to the hotel, local area, and all hotel functions and outlets
Handles departmental cash drawer, accounting of monies, credit card receipts, guest accounts, and other forms of credit and cash handling guidelines
Maintains information and communication sources such as, log book, franchise directories, checklists, and electronic communication
Operates Private Branch Exchange (PBX switchboard) equipment to handle incoming calls, outgoing calls, wake up calls, do-not-disturbs and the paging of guests, all while maintaining guest and staff privacy and security
Operates the franchise terminal and performs designated maintenance tasks
Maintains procedures for credit control and handling of financial transactions
Maintains guest safety & privacy by adhering to established procedures
Issues safety deposit boxes for guest use, following security protocol
Monitors key box, issuing keys to the appropriate staff members. Logs all transactions
Completes brand specific log and follows brand and Baywood protocol for guest complaints, including escalation to management if needed, and completed follow up
Adheres to departmental communication through the effective use of staff meetings, log books, and bulletin boards
Coordinates emergency procedures including evacuations, immediately notifying management of such occurrences
Assists with the relocation of guests, when necessary
Assists other departments during slow periods
Additional duties may be added at any time at the discretion of management
Consistently models the behavior of a ‘Baywood Ambassador’ who:
Maintains a professional image, including appearance, verbiage, and body language, at all times
Warmly greets both guests and coworkers (using the 10/5, first and last rule) every time they come in contact
Actively listens to guests, responding appropriately to their questions and/or concerns. Seeks guidance and/or assistance from others to ensure satisfaction
Fosters teamwork by offering assistance to others, as needed
Continuously monitors the surroundings at work, in order to identify any cleanliness, safety, security, or building upkeep issues. Reports discrepancies to the proper department
Contributes to a safe work environment by following proper safety guidelines in matters of attire, utilizing protective gear, and following safety procedures
Recommends other Baywood properties to our guests, when appropriate
Consistently demonstrates our It’s My Pleasure service philosophy by identifying and seizing each golden opportunity to exceed guest expectations
Skills/Qualifications
Education:
High School diploma
Certifications / Licenses:
TIPS, or similar approved, alcohol server training certification (as required)
Experience:
Previous hotel Front Desk experience preferred; however, ability gained through 2 years related employment (customer service) or on-the-job training may substitute for actual Front Desk experience.
Additional Skills:
Ability to multi-task
Ability to communicate effectively, both written and oral
Bilingual (Spanish & English) preferred, depending on geographic market
Ability to work the shifts required for the position
Ability to learn and adhere to Brand & Baywood Hotels’ standards
Ability to take information from various sources and determine a responsible course of action
Ability to understand interdepartmental relationships
Ability to operate office equipment and industry specific software (PMS)
Ability to remain calm during stressful situations
Physical Demands
Walking and Standing: 100% (Must be able to stand for the entire shift, usually 8 hours)
Sitting: Rarely
Bending, Stooping, Reaching: Occasionally
Lifting, Push/Pull: 40 lbs infrequently
Driving: Rarely
Traveling: None
Environmental Conditions:
Inside: Protection from weather conditions but not temperature changes
Outside: Rarely
Essential Job Duties
Greets guests with genuine and warm spirit of hospitality
Registers (Check-in) guests in an efficient manner, following Baywood & Brand standards, securing proper method of payment
Posts transactions to guest and master accounts
Reviews guest account balance, ensuring that payment is secured
Reconciles discrepancies between Property Management System (PMS), Housekeeping reports and registration cards
Reviews arrivals and blocks special requests
Processes required reports, including down time, high balance, etc.
Monitors and restocks sundry shop, ensuring consumed items are paid for; Follows established procedure for removal of expired items.
Handles guest requests and concerns in a courteous and efficient manner
Coordinates the delivery of guest services by other hotel departments and outside businesses
Processes all incoming and outgoing reservation and cancellation requests in a timely and efficient manner
Prepares guest amenities, and ensures delivery in a timely manner
Handles in-house guest reservation requests such as extension, late check-out, and rebooking
Handles check-out procedures swiftly and accurately and assists guests on departure.
Maximize room revenue and occupancy levels through suggestive selling for upsell potential and walk in guests
Stores guest luggage
Presents to guests accurate information regarding marketing programs applicable to the hotel, local area, and all hotel functions and outlets
Handles departmental cash drawer, accounting of monies, credit card receipts, guest accounts, and other forms of credit and cash handling guidelines
Maintains information and communication sources such as, log book, franchise directories, checklists, and electronic communication
Operates Private Branch Exchange (PBX switchboard) equipment to handle incoming calls, outgoing calls, wake up calls, do-not-disturbs and the paging of guests, all while maintaining guest and staff privacy and security
Operates the franchise terminal and performs designated maintenance tasks
Maintains procedures for credit control and handling of financial transactions
Maintains guest safety & privacy by adhering to established procedures
Issues safety deposit boxes for guest use, following security protocol
Monitors key box, issuing keys to the appropriate staff members. Logs all transactions
Completes brand specific log and follows brand and Baywood protocol for guest complaints, including escalation to management if needed, and completed follow up
Adheres to departmental communication through the effective use of staff meetings, log books, and bulletin boards
Coordinates emergency procedures including evacuations, immediately notifying management of such occurrences
Assists with the relocation of guests, when necessary
Assists other departments during slow periods
Additional duties may be added at any time at the discretion of management
Consistently models the behavior of a ‘Baywood Ambassador’ who:
Maintains a professional image, including appearance, verbiage, and body language, at all times
Warmly greets both guests and coworkers (using the 10/5, first and last rule) every time they come in contact
Actively listens to guests, responding appropriately to their questions and/or concerns. Seeks guidance and/or assistance from others to ensure satisfaction
Fosters teamwork by offering assistance to others, as needed
Continuously monitors the surroundings at work, in order to identify any cleanliness, safety, security, or building upkeep issues. Reports discrepancies to the proper department
Contributes to a safe work environment by following proper safety guidelines in matters of attire, utilizing protective gear, and following safety procedures
Recommends other Baywood properties to our guests, when appropriate
Consistently demonstrates our It’s My Pleasure service philosophy by identifying and seizing each golden opportunity to exceed guest expectations
Skills/Qualifications
Education:
High School diploma
Certifications / Licenses:
TIPS, or similar approved, alcohol server training certification (as required)
Experience:
Previous hotel Front Desk experience preferred; however, ability gained through 2 years related employment (customer service) or on-the-job training may substitute for actual Front Desk experience.
Additional Skills:
Ability to multi-task
Ability to communicate effectively, both written and oral
Bilingual (Spanish & English) preferred, depending on geographic market
Ability to work the shifts required for the position
Ability to learn and adhere to Brand & Baywood Hotels’ standards
Ability to take information from various sources and determine a responsible course of action
Ability to understand interdepartmental relationships
Ability to operate office equipment and industry specific software (PMS)
Ability to remain calm during stressful situations
Physical Demands
Walking and Standing: 100% (Must be able to stand for the entire shift, usually 8 hours)
Sitting: Rarely
Bending, Stooping, Reaching: Occasionally
Lifting, Push/Pull: 40 lbs infrequently
Driving: Rarely
Traveling: None
Environmental Conditions:
Inside: Protection from weather conditions but not temperature changes
Outside: Rarely