Overnight Guest Service Agent

JOB PURPOSE: Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous, and professional manner to achieve maximum customer satisfaction while complying with all SOPs.

ESSENTIAL FUNCTIONS:

• Handle guest registration and room assignments, accommodating special requests whenever possible. Ability to stand for extended periods of time
• Pre-register, block reservations, and take same day reservations and, when necessary, future reservations following hotel rate structures, discounts, and sell strategies.
• Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner
• Resolve customer complaints; assist customers in all inquiries connected with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc.
• Alter room reservations according to procedures
• Relocate customers in a professional and courteous manner according to procedures
• Inventory guest room keys according to policy and request re-keying as necessary
• Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist
• Verify registration cards against the computer to ensure accuracy of name, type of payment, rate, market segment
• Greet customers immediately with a friendly & sincere welcome while making eye contact & smiling.
• Obtains guest names via luggage tags or by asking the guest.
• Addresses the guest by name frequently.
• Requires physical stamina to stand & walk continuously for the duration of shift.
• Arrange transportation for guests to the airport or other destinations when requested.
• Remain calm & attentive, especially during heavy hotel activity & emergencies.
• Point out room features & directory for reference.
• Work closely with other overnight staff in security, housekeeping, and engineering departments.
• Listen & respond to guest inquiries using a positive, clear speaking voice.
• Answer questions & offer assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.
• During peak and slow times, if the bellman is away from their post, the individual will assist guest(s) with luggage by taking and tagging luggage or retrieving luggage from the storage closet.
• Other duties as assigned.

REQUIRED QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES):

• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Good understanding of general accounting principles.
• Good problem solving skills.

REQUIRED EDUCATION OR COMBINATION OF EDUCATION AND EXPERIENCE:

• High School Diploma or GED.
• 1 - 2 years of prior guest service or hospitality experience preferred
• CPR Certification and/or First Aid Training preferred.

• Must be at least 18 years of age.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:

• Standing/Walking, 70%; Sedentary, 30%.
• Frequent lifting, carrying, and pulling up to 50 lbs.
• Exposure to cigarette smoke and noise.
• All ergonomic aids are made available to reduce repetitive motion syndrome.
• Exposure to VDT's/CT's from the computer screen.
• Office/Hotel setting; Shift work with typical work shifts of 11pm-7:30am; Required to work weekends, holidays, and overtime with typical work shifts