- Complete and stay current on all Hampton Inn mandated training and certifications
- Accurately make reservations for guests staying with hotel.
- Protect the security and privacy of guests and clients at all times (key control, checking ID when appropriate, phone transfer procedures, etc.)
- Check guests into the hotel following the proper steps of check-in, insuring that accurate guest information is recorded; verify a valid form of payment at check-in.
- Check guests out of the hotel, following proper steps and providing a fond farewell.
- Communicate with bell/driver staff to insure the timely pick up and drop off of guests.
- Accurately record information for wakeup calls to guest rooms on log sheet; accurately input information into PBX phone console for wakeup calls.
- Assist guests with billing inquiries.
- Assist and direct guests to meeting rooms. Stay informed and up to date on current meetings in house as well as upcoming meetings and functions.
- Is knowledgeable of the surrounding area attractions and shopping/restaurant options.
- Assist guests with questions regarding location of the different hotel amenities and hours of operation such as swimming pool, fitness center, business center, etc...
- In accordance with operational standards, assist management with the day-to-day arrivals - HHonors assignments and amenities in a manner that exceeds guest expectations and hotel and brand standards.
- Exceed guest expectations by personal example for other Guest Services staff, as measured by direct guest feedback, SALT, TripAdvisor and other on-line review sites.
- Contribute to a team culture that fosters continuous improvement, mutual cooperation, loyalty and stability and superior service to guests and team alike.
- Insure that brand standards of operations, safety, services are maintained at all times.
- Understand and execute strategies to achieve hotel goals and benchmarks for occupancy, rate, revenue and cost objectives.
- Insure that all processes at Front Desk are executed correctly so that revenues are protected, checks and balances in place. Regularly follows financial control procedures for cash, vouchers, inventories and receivables.
- Assist with group information entry as needed by Sales Team; post billing for banquets as needed.
- Close and balance all room accounts.
- Count and balance cash and credit card receipts.
- Balance direct bill accounts.
- Verify and balance vouchers.
- Run a trial balance report.
- Investigate or analyze out-of-balance situations.
- Make adjustments or corrections to accounts as needed.
- Complete various computer audit reports.
- Coordinate effectively with Housekeeping to fulfill all guest requests in a timely manner, follow up to insure completion, offer alternatives where we are unable to meet exact requests.
- Coordinate with Engineering Teams for responsiveness to guest needs and to maintain all aspects of the hotel in a "like new" condition.
- Certain uniform components are issued by the hotel. Hotel issued items should be worn only during hotel shifts. The uniform should be maintained in "like new" condition by the employee, following proper laundering and care instructions. This is a critical component of portraying the professionalism that is required of all hotel positions.
- Any other duties assigned by supervisors
- Work environment includes large equipment, specialized tools, hot water and cleaning solutions, rolling carts, kitchen and shuttle van with moving parts to avoid.
- Sleeping rooms, public areas or event room environments
- Flexible schedule can vary from week to week; you must be available to work on weekends and holidays.
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Guest Service Agent/Night Auditor - Raleigh, United States - RALLOT 1 LLC
Description
Job Details
Level
Experienced
Job Location
NC - Raleigh, NC
Description
The critical function of any hotel is to provide a reliable, comfortable, accurate, trouble-free experience in sleeping accommodations.
The GSA must understand how the standards of our hotel, Hampton Inn & Suites and Hilton Worldwide dictate the level of pre-planning, warm welcome and personal attention that must be delivered to each of our guests.
The GSA must know how to fully utilize the OnQ system, HHonors database, Guest Dossier, Group Resumé, Log Book information and pre-shift hand-off to insure that high levels of guest satisfaction (SALT) and product quality standards (QA) are met.
The GSA will need to respond to any guest issues or requests all the way to the final resolution of the issue, using all avenues of communication.
The GSA will build guest loyalty for the hotel and brand by demonstrating professional behavior, competent service skills, sincere hospitality and the hotel's Mission Statement.
The GSA will assist department managers in all areas of the hotel, in accordance with brand standards, to achieve a friendly, welcoming atmosphere of superior guest service; demonstrate exemplary performance, punctuality, and teamwork.
Qualifications
ESSENTIAL JOB FUNCTIONS:
ADDITIONAL RESPONSIBILITIES
Our hotel's primary goal is to provide hospitality and exceed guest expectations for levels of service, quality, consistency and attention to detail - all team members are evaluated against this standard.
During the course of your scheduled shift, you may be asked to assist in areas of the hotel outside of your typical work areas.
EDUCATION AND EXPERIENCE:
High School diploma or GED;
Six to twelve-months related experience and/or training; or equivalent combination of education and
experience.
Ability to read & write in English, perform mathematical computations such as adding, multiplying.
Ability to effectively communicate with customers, utilizing tact & diplomacy to solve practical
Problems.
PHYSICAL/
MENTAL DEMANDS:
While performing the duties of this job, the employee is required to stand, walk, talk, and listen. The employee is required to be on feet for large portion of the day/shift.
The employee is required to stoop, kneel, or crouch; reach with hands and arms; use hands to finger, handle or feel tools or controls; must be able to lift and/or move heavy objects such as tables and cases of food and beverages.
Must be able to focus on the job while staying on their feet and moving about freely, which can include bending, climbing stairs and carrying items weighing 25-50 pounds.
Physical and Mental Demands and the Environmental Factors
Occasional % of the time)
Frequent % of the time)
Constant % of the time)
_F__ Requires bending or twisting
_O__ Requires walking and running
_O__ Requires kneeling, crouching, stooping or crawling
_F__ Requires repetitive movement
_C__ Requires standing
_C__ Requires using hands to handle, control, or feel objects, tools or controls
_O__ Requires working outside in all types of weather conditions
_O__ Subject to cuts, burns, and bruises
WORKING CONDITIONS
ACKNOWLEDGMENT
The Company has the right to amend its job descriptions with or without notice to employees and the job description does not preclude the Company or a manager from requesting that employees provide duties outside of those listed in the job description.
