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Westlake

    Guest Service Agent - Westlake, United States - Twin Tier Hospitality

    Twin Tier Hospitality
    Twin Tier Hospitality Westlake, United States

    3 weeks ago

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    Description
    Job Details

    Job Location
    Double Tree by Hilton Westlake - Westlake, OH

    Position Type
    Full Time

    Job Shift
    First/Day Second/Afternoon Third/Night

    Description

    POSITION SUMMARY
    Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs.

    ORGANIZATIONAL SCOPE:
    Position is responsible for exceptional customer service in order to generate revenue.

    ESSENTIAL FUNCTIONS
    • Handle guest registration and room assignments, accommodating special requests whenever possible. (10%)
    • Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies. (16%)
    • Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner. (50%)
    • Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc. (21%)
    • Cancel room reservations according to procedures. (2%)
    • Walk customers in a professional and courteous manner according to procedures if full house or extenuating circumstance. (1%)
    • Show guests to room assisting them with their luggage. (45%)
    • Explain all hotel facilities, their location in the hotel, hours of operation, answer all questions about these facilities and other hotel questions. (15%)
    • Check luggage for hotel guests both for day and overnight. (15%)

      NON-ESSENTIAL FUNCTIONS
    • Inventory guest room keys according to policy and request re-keying as necessary.
    • Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist.
    • Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment.
    Qualifications

    Knowledge and Skills:
    • Education:High school education or equivalent experience.
    • Experience:Three months to one full year of employment in a related position with this company or other organization(s).
    • Skills and Abilities: Requires a working knowledge of the Front Desk aspect of TTH services, policies or operations and a general knowledge of the hotel. Working knowledge is generally learned on-the-job. Requires knowledge of and ability to operate computer equipment and the reservations system. Ability to read and speak English. Second language is preferred.

      No. Of employees supervised: None.
      Travel Required:None.
      Hours Required: 8 hour shift; scheduled days and times may vary based on need.

      Lifting/Pushing/Pulling/Carrying Describe the type(s) of required lifting, pushing, pulling, and/or carrying to include objects, weights and frequency.
      Must be able to lift up to 60 lbs. and push or pull a minimum of 120 lbs., of various sizes of luggage, packages, coolers and boxes.

      Bending/Kneeling Describe the type(s) of required bending and/or kneeling to include when, why and how often.
      Must be able to lift up to 60 lbs. and push or pull a minimum of 120 lbs., of various sizes of luggage, packages, coolers and boxes.

      Mobility Describe the type(s) of mobility required to include distances and % of time involved.
      Continually walking, standing, lifting or pulling, 90-95% of time, large step into van.

      Continuous Standing Describe the reasons to include time period and frequency.
      Continuous standing 95% of time.

      Climbing Stairs
      Up to approx. 120 steps 10% of 8 hour shift.

      Hearing: Moderate
      Explain: One-on-one communication with guests.

      Vision: Moderate
      Explain: Read reports, verify reservations, work with computers.

      Speech: Moderate
      Explain: One-on-one communications with guests.

      Literacy: Critical
      Explain: Read reports, reservations, analyze, investigate.

      Chemicals/Agents: Describe any chemicals/agents to include what they are, warnings and frequency of use.
      Brass/glass cleaner. No special handling required.

      Protective Clothing:
      None Required.

      Equipment Operation List type of equipment and frequency of use.
      Computer use 75%, telephone use 25%, computer printer 25%, calculator 10%, of shift.
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