Guest Services Agent - New Orleans, United States - HRI DEVELOPMENT

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 rooms
• 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 guests
• 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
• Some college or training in hospitality industry.
• Ability to input and access data in computer.
• Ability to understand guest inquiries and provide responses.
• Ability to promote positive relations with all individuals who approach the Front Desk
• Ability to focus on guests' needs, remaining calm and courteous
• Ability to think clearly, quickly and make concise decisions
• Ability to prioritize, organize and follow up
• Ability to work well under pressure of constant frequent arrivals and departures
• Ability to focus attention on details
• 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

Employees must fulfill their performance standards for this position and comply with company policies, rules and procedures of the hotel, including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees.

The job description is intended to describe the general nature and work responsibilities of the position.

This job description and duties of this position are subject to change, modification and addition as deemed necessary by the hotel.

Employees are required to comply with supervisory instructions and perform other job duties, responsibilities and assignments requested by supervisors, managers or other hotel/company officials.