Job description

The Front Desk/Guest Service Agent is primarily responsible for handling all guest interactions and going above and beyond to exceed guest requests. S/he often provides the first point of contact for guests and is responsible for creating an excellent first impression. The Front Desk/Guest Service Agent shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the Hotel's Culture.

ESSENTIAL JOB FUNCTIONS:

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain 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.
• all hotel and departmental policies and procedures.
• Access all functions of the computer system.
• Ensure that current information on rates, packages and promotions is available at the Front Desk.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines.
• Maintain a neat and presentable front desk area.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express check-outs are processed through the system.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Contact newly registered guests within specified minutes determined by property guidelines after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures.
• Ensure security of guest rooms.
• Ability to work a flexible schedule that may include evenings, weekends and holidays

Job Type: Part-time

Pay: From $12.50 per hour

Benefits:

• Employee discount

Shift:

• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Weekend availability

Work Location: In person

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