Guest Service Agents - Live Hotel
4 days ago
Elkridge
Min Compensation: USD $17.00/Hr. Max Compensation: USD $17.00/Hr. Why We Need Your Talents: Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements measuring to the levels of expectation commensurate with a four-star property. Provide information to any guest or visitor inquiry. Work as part of the overall Front Office team to ensure a seamless experience for the guest. Where You'll Make an Impact: Maintain complete knowledge of the following: • Hotel features:, • Amenities Hours of operation, group activities, room types, numbers, layout, dcor, and locations., • Pricing - Room rates, hotel availability, special packages, and promotions., • Daily house count and expected arrivals/departures., • Scheduled daily group activities., • Departmental policies and procedures including front and back of house operations., • Accuracy of assigned bank and ensure contracted monies. Keep bank secure at all times., • Promptly answer department telephone using correct greeting and telephone etiquette., • Confirm reservation in the system and review all noted information., • Complete a "walk-in" reservation for guests with no prior room reserved., • Obtain backup information for guest credit/payment method and input into system; collect cash when designated., • Assign guest room., • Advise guest of any messages, mail, faxes, etc. that was received for them., • Inform guest of the room safe and mini-bar key and room key procedures., • Issue parking passes/validate valet parking tickets and enter information in the computer., • Communicate services and amenities included in packages to guests on packages., • Obtain proper identification for tax-exempt guests and attach form to the registration card., • Obtain guest signature for designated paperwork., • Obtain a bell person to escort guests and transport their luggage to the room., • Maintain guest history files for 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 (i.e., share with, separate room/tax/incidentals, com)., • 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., • Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 30 minutes to ensure completion and guest satisfaction., • Offer detailed information on the voicemail system to callers and guests wishing to leave a message., • Accept and record wake-up call requests; deliver to PBX., • 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 (i.e.. Special requests, amenity delivery)., • Generate, print, and distribute daily and weekly reports., • Resolve any late charges, • Present folio to guest and resolve any disputed charges, • Settle guest accounts following accounting procedures, • Retrieve guest room key from the guest, • Handle requests for late check-outs according to established hotel procedures, • Conduct group check-ins/outs according to established hotel procedures, • Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information, • Adhere to all cashiering procedures as listed below:, • Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges, • Make a change for guests, • Cash guests' personal checks/traveler's checks, • Post charges, • Settle room accounts, • Run closing reports, • Count bank at the end of their shift, • Complete designated cashier reports, • Balance receipts, • Drop receipts, • Secure bank, • Legibly document pertinent information in the log book, • Assist PBX with switchboard duties, • Assist with reservation calls. Process, record and follow up and details relative to such, • Provide Concierge service when no Concierge is available, • Assist in other Front Office areas as assigned, • Provide guest room tours, • Ablity to:, • Read and interpret instructions and directions for guests., • Effectively communicate with guests and staff in all areas relating to guest service., • Excellent skills in:, • Interpersonal and written communication., • Active listening., • Scheduling., • Problem-solving, • Strong attention to detail., • Flexible schedule., • Willingness to maintain confidentiality., • Education: A high school diploma or GED equivalent., • Experience: One (1) to three (3) years previous experience in a hotel or high and retail environment is required., • Retail customer service training is preferred., • Lifting, pushing, pulling and carrying up to 20lbs., • Occasional bending, kneeling and sitting., • Frequent walking and standing., • Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents. Other benefits for full-time and part-time Team Members include:, • Free Basic Life Insurance, • Free Short Term & Long-Term Disability, • Generous retirement savings options, • Paid Time Off, • Tuition Reimbursement, • On-site Wellness center for Team Members and eligible dependents (Maryland Property only), • Training and pathways for career growth, • Robust Rewards & Recognition Programs, • Annual Merit Based Pay Increases, • Discretionary Performance Bonuses, • Discretionary Service Bonuses, • Free parking, • Free food and discounted meals Individuals chosen to be part of