Guest Services Agent - Dana Point, United States - HRI Development LLC
Description
Welcome to the Hilton DoubleTree Suites in the beautiful Dana Point As a team member of our hotel, you'll have the opportunity to work in a luxurious and tranquil environment, surrounded by stunning ocean views and top-notch amenities.
We take pride in providing exceptional service to our guests, and we're committed to fostering a positive and supportive workplace culture for our employees.
Join us and become part of a team that strives to create unforgettable experiences for our guests every day. Come experience the beauty of working at the DoubleTree Suites by Hilton- This role will assist with finance as well. Ideal for people who may want to learn about both front office and finance in the hospitality field.
JOB 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 workstation 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.
- Preregister 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
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