In this position, you will have a direct impact on the overall experience of our hotel guests and be responsible for ensuring 100% satisfaction from the moment guests arrive at the hotel until they check out. The successful candidate must have a friendly and welcoming attitude with everyone. Agent will be responsible for welcoming our guests and accurately verifying all information during the check in process and following up during check out as well as promoting and providing outstanding recognition and benefits to all our rewards Members. This is the ideal position for someone who has a passion for guest service, values problem resolution, and enjoys working in a fast-paced environment.
Essential Functions
• Complete registration process by inputting and retrieving information, confirming pertinent information.
• Ensure rooms and services are correctly accounted for within guest statement
• Assist guest with check-out payments or charges
• Greet guests immediately with a friendly and sincere welcoming
• Receive special requests from guests, and responds with appropriate action
• Promptly answer the telephone and email inquiries
• Communicate between departments and shifts to ensure all guest requests are handled in a timely manner
• Field guest complaints, conducting research to develop the most effective solution
• Remain up-to-date on all training set forth by the brand and/or company
Supportive Functions
· Spot checking of guest and public areas to ensure standards are maintained
· Ensure proper supply levels are maintained
· Notify maintenance of any deficiencies found in any areas and ensure they are addressed
· Comply with all guest service basics, such as uniforms, name tags, and proper guest greeting
· Knowledgeable on hotel facilities and services to assist guests as appropriate
· Ensure all communication containing company, hotel, brand, and guest information is consistent with privacy policies, practices, and regulations
· Impress guests with quality and timely service in a pleasant and friendly manner
Guest Services
· Maintain guest service as the driving philosophy of the hotel.
· Personally demonstrate a commitment to guest service by responding to guests’ needs.
· IS COMMITTED TO MAKING EVERY GUEST COMPLETELY SATISFIED.
· Ensure hotel standards contribute to the delivery of consistent guest service.
· Ensure every guest has a memorable, positive guest experience
Safety and Security Management
· Know local health and safety codes and regulations that apply to the hotel.
· Understand and implement “Right to Know” laws.
· Recognize and correct potential safety hazards such as broken doors or railings, fire hazards, etc.
· Recognize and correct potential security problems such as locking doors after hours, etc.
· Understand and follow policies and procedures for the hotel’s key control system.
· Use ongoing safety training to minimize worker’s compensation claims
Requirements
· Ability to operate a computer, calculator, phone, and other office equipment
· Attention to detail with good organizational and efficient time management skills
· Background and job reference check; drug screening
· Consistent professional attitude and behavior with effective listening and communication skills
· Must be able to stand for long periods of time and lift up to 50 lbs.
· Ability to work in a fast-paced environment that requires multi-tasking
· Brand and interface knowledge preferred, but not required
Due to the nature of the hospitality
industry, team members may be required to work varying schedules to reflect the
business needs of the hotel.
Work schedule
- Weekend availability
Benefits
- Employee discount
- Paid training