Guest Services Agent
Company: HRI Development LLC
Location: Capistrano Beach
Posted on: May 10, 2022
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Job Description:
Job DescriptionJOB SUMMARYCheck in and check out hotel guests
courteously and efficiently; process all payments according to
established hotelrequirements. Provide information to any guest or
visitor inquiry.JOB DUTIESMaintain complete knowledge at all times
of:• All hotel features, services, hours of operation• All room
types, numbers, layout, decor, appointments and location• All room
rates, special packages and promotions• Daily house count and
expected arrivals/departures• Room availability status for any
given day• Scheduled daily group activities• Maintain complete
knowledge and comply with all hotel and departmental policies and
procedures• Obtain assigned bank and ensure accuracy of contracted
monies. Keep bank secure at all times• Meet with supervisor to
review daily assignments and priorities• Meet with departing Front
Desk Agent to review business status and follow up items• Access
all function of computer system according to established procedures
and standards• Set up work station with necessary supplies;
maintain cleanliness throughout shift• Answer department telephone
within three rings, using correct greeting and telephone etiquette•
Promote positive guest relations to all individuals approaching the
Front Desk• Accommodate all requests for information in a congenial
manner• Process all guest check ins according to established hotel
requirements• Confirm reservation in system and review all noted
information• For guests without a reservation, sell a room type as
agreed upon• Register guest in computer and generate a registration
card• Verify registration card information with guest, obtain back
up information for guest credit or payment method andinput into
system; collect cash when designated• Assign guest rooms• Advise
guest of any messages, mail, faxes, etc. received for them• Inform
guest of room safe and mini bar key and room key procedures• Issue
parking passes validate valet parking tickets and enter information
in computer• Communicate services and amenities included in
packages to guests on packages• Obtain proper identification for
tax exempt guests and attach form to registration card• Obtain
guest signature for designated paperwork• Obtain Bell Person to
escort guest and transport their luggage to the room• Maintain
guest history files on all guests• Communicate VIP arrivals to
designated personnel for escort and delivery of amenities• Set up
accurate accounts for each guest checking in according to their
requirements (sharing, separate room, tax,incidentals)• File
registration cards and vouchers in bucket by room number• Extend
every effort to obtain satisfactory alternative accommodations for
guests with reservations when the hotelcannot accommodate them.
Follow established procedures for "walking" guests• Accommodate
room changes expediently• Handle guest complaints according to the
six step procedures, ensuring guest satisfaction• Document all
guest requests, complaints or problems immediately and notify
designated department/personnel forresolving the situation. Follow
up within 20 minutes to ensure completion and guest satisfaction•
Take, record, and relay messages accurately, completely and
legibly. Distribute hotel personnel messages toappropriate
individuals• Offer detailed information on the voice mail system to
callers and guests wishing to leave message• Accept and record
wakeup call requests; deliver to PBX• Issue safe deposit boxes to
guests and ensure security of keys• Distribute all guest and
department mail• Monitor, send and distribute guest faxes• Document
and confirm reservations and cancellations• Block rooms in the
computer and follow through on designated requirements•
Pre-register designated guests and prepare key packets• Communicate
pertinent guest information to designated departments/personnel
(special requests, amenity delivery)• Generate, print and
distribute daily and weekly reports• Resolve discrepancies on the
room status report with Housekeeping• Match the bucket check to in
house guest ledger report; report discrepancies to manager• Process
all check outs according to established hotel requirements• Resolve
any late charges• Present folio to guest and resolve any disputed
charges• Settle guest accounts following Accounting procedures•
Retrieve guest room key from guests• Request guest comments on
their stay• Process express check outs throughout the shift• Handle
requests for late check outs according to established hotel
procedures• Conduct group check ins and outs according to
established hotel procedures• Assist all departments and executives
in obtaining appropriate information regarding groups, inventory
and guestinformation• File guest room keys and ensure the safe
keeping of keys at the Front Desk• Adhere to all cashiering
procedures• Process adjustment vouchers, paid outs, correction
vouchers, miscellaneous charges• Make change for guests• Cash
guests' personal checks/travelers checks• Post charges• Settle room
accounts• Run closing reports• Count bank at end of shift• Complete
designated cashier reports• Balance receipts• Drop receipts• Secure
bank• Legibly document pertinent information in the log bookMINIMUM
REQUIREMENTS• High school graduate or equivalent• Previous
experience in customer service.• Must be able to compute accurate
mathematical calculations• Must be able to clearly communicate in
English with guests, visitors, management and coworkers to
theirunderstanding, both in person and by telephone.• Must be able
to provide legible communication and directions• Some college or
training in hospitality industry.• Ability to input and access data
in computer.• Ability to understand guest inquiries and provide
responses.• Ability to promote positive relations with all
individuals who approach the Front Desk• Ability to focus on
guests' needs, remaining calm and courteous• Ability to think
clearly, quickly and make concise decisions• Ability to prioritize,
organize and follow up• Ability to work well under pressure of
constant frequent arrivals and departures• Ability to focus
attention on details• Ability to maintain confidentiality of all
guests and hotel information• Ability to ensure security of guest
room access• Ability to remain stationary at assigned post for
extended periods of time• Ability to work cohesively with other
departments and coworkers as part of a teamHRI is an Equal
Opportunity Employer and provides fair and equal employment
opportunity to all employees and applicants regardless of race,
color, religion, gender, sexual orientation, gender identity,
national origin, age, disability, veteran status or any other
protected status prohibited under Federal, State, or local laws.
All employment decisions are based on valid job‐related
requirements.
Keywords: HRI Development LLC, Laguna Beach , Guest Services Agent, Sales , Capistrano Beach, California
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