Job Details

BASIC FUNCTION

• Work alongside Guest Service Agents to ensure the accurate completion of shift checklists
• Assist in the ongoing training and development of team members in order to increase their productivity and guest service effectiveness
• Identify strengths and weaknesses, recognize “teachable moments”
• Give arriving guests a verbal orientation of the hotel and all hotel amenities while providing information on our history, mission, specific location
• Answer all phone calls (internal and external) promptly and knowledgeably, always ensuring complete and accurate information.
• Promote teamwork and quality service through daily communications and coordination with other departments. Notify sales of any possible group and/or event inquiries/bookings.
• Clear, open and frequent communication is crucial to ensure that hotel services are coordinated to provide the best possible guest experience.
• Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel in accordance with established standards using the hotel’s reservations system
• Up-sell rooms where possible to maximize hotel average room rate; utilize yield management strategies to ensure a full house whenever possible. Suggest alternate dates for sold-out periods.
• Process cancellations, revisions and information updates on changes within the reservations system.
• Assist in the updating/merging/completion of Guest Profiles to fill all mandatory fields
• Review all arriving/departing Guest Profiles; research pertinent information/preferences
• Build authentic rapport with all guests, recognizing repeat business
• Provide accurate information about the city and the surrounding attractions when asked by guests; mail hotel-specific information sheets and brochures to guests as requested.
• Stay abreast of current rates, rate changes and all promotions; assist in rooms forecasting.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Take ownership of the front office “zone” to ensure the area is clean, well-organized and all materials necessary for the completion of a successful shift are easily accessible and readily available; develop organization systems with your supervisor
• Foster a pleasant work environment with positive energy, lead by example
• Set the expectation that all internal correspondence, including shift emails, must be current, accurate and contain all pertinent pass-on information.
• Act as co-concierge with front office colleagues, using knowledge of immediate area, services, attractions and events to assist guests with local information and any concierge needs
• Follow property-specific Standard Operating Procedures; provide input for revisions, new protocols
• Working with your supervisor, make necessary adjustments to SOPs to streamline and simplify
• Learn to process TA Commissions, OTA Reconciliations
• Be knowledgeable of fire and emergency procedures
• Ensure all cash handling and credit policies are followed
• Follow established key control policy
• Monitor room availability throughout your shift, reviewing daily the selling status of the hotel
• Perform all other duties as directed by immediate supervisor
• Perform duties in other departments, to include one shift in Housekeeping, as needed
• Build a strong working relationship with counterparts at hotels within our comp set