What are the responsibilities and job description for the Overnight Guest Services Agent position at The Houstonian Hotel, Club & Spa?
Job Summary:
The Overnight Guest Services Agent is responsible for creating luxury guest experiences and welcoming first impressions. Handles all arrival and departure services including orientations, billing, recommendations and being a source of information for all visitors. The overnight GSA assists with any guest requests and uses creative problem solving when guest issues arise to build strong guest relations. The overnight team is responsible for reconciling all billing, packages and detailed reports to better prepare the team for the arriving and departing guests of the upcoming day.
Duties and Responsibilities:
- Oversee guests’ first impression upon arrival and handle all special requests.
- Main point of contact and communication with guests throughout stay.
- Answer guest questions using awareness of services, products, events, and hotel happenings.
- Taking ownership of guest related issues using problem solving skills to find creative ways to rectify issues while building relationships.
- Communicate guest issues and preferences to managers and other departments to ensure proper follow up and learnings.
- Ensure departure experiences are smooth and all billing handled efficiently.
- Manage, respond, and delegate incoming e-mails, phone calls and text messages through multiple programs with a high level of articulate professionalism.
- Book and sell room reservations while guiding future guests on best room product and hotel activities that meet their specific needs.
- Assist monitoring our fire safety systems and executing emergency procedures.
- Complete checklist of day-to-day tasks while multi-tasking assisting guests in the lobby.
- Regularly use anticipation and adaptability to customize guest experiences.
- Assist with housekeeping, valet, room service, and other departments’ duties.
- Ensure compliance of all Front Office standards, procedures, and services.
- Required to work varying schedules, including nights, weekends, & holidays.
Knowledge and Skills:
Must work well in a fast-pasted environment with high pressure and/or stressful situations. Excellent verbal and written communication skills. Must be poised and composed with ability to remain guest-focused and resolve issues quickly and accurately. Must be able to multi-task and handle multiple priorities effectively, with strong attention to detail. A high level of communication skills is required as this position is responsible for communicating frequently with many other departments to assist with guest requests. Organization skills required to organize hotel room inventory, guest preferences, special requests, and large groups. Must be proficient in the English language. GSA’s report to the front office managers.
Education and Work Experience:
No previous hospitality industry experience required.
Physical Requirements:
Physical requirements include having the ability to: sit for extended periods of time, stand and walk, see and read a computer screen and printed matter with or without vision aids, operate standard office equipment, use a telephone, hear and understand at normal levels on the telephone, speak so that others may understand at normal levels and on the telephone, reach overhead, grasp, push, pull, move or lift up to 30 lbs. on an occasional basis.
The Houstonian Hotel, Club & Spa is an Equal Opportunity Employer. We are committed to creating an inclusive and diverse workplace where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by law. We encourage individuals of all backgrounds to apply. To access the ‘EEO is The Law’ information poster please visit https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf
