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    Guest Services Agent - New Orleans, United States - Homewood Suites French Quarter

    Homewood Suites French Quarter
    Homewood Suites French Quarter New Orleans, United States

    2 days ago

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    Description

    Job Description

    Job DescriptionJOB DESCRIPTION

    Job Title: Guest Service Agent

    Division: Front Office

    Supervision Exercised: NONE

    Supervision Received: Front Office Supervisor and Front Office Manager

    JOB SUMMARY

    Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry.

    JOB DUTIES
    • 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
    • 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 and input into system; collect cash when designated
    • Assign guest room
    • 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 hotel cannot 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 for resolving 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 to appropriate 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 guest
    • 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 guest information.
    • 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 book
    MINIMUM 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 their understanding, both in person and by telephone.
    • Must be able to provide legible communication and directions
    • Ability to prioritize, organize and follow up
    • Ability to work well under pressure of constant frequent arrivals and departures
    • 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 team

    HRI is an Equal Opportunity Employer M/F/D/V

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