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As an essential part of the guest services team, this position is responsible for continually improving and maximizing each guest's experience by providing an exceptional level of personalized service. The role requires ensuring that all guests' needs are met promptly and efficiently, while maintaining the strictest confidentiality akin to that of a personal assistant. The individual must be unobtrusive when not needed and act in accordance with the hotel's standards. The responsibilities include working closely with the Guest Service Agent (GSA) to obtain pre-arrival data to prepare for guests' needs, such as gathering guest names, ages of children, contact information, stay dates, flight information, and transportation arrangements. The role also involves maintaining complete knowledge of guest profiles, departmental services, policies, procedures, and standards, as well as ensuring the correct maintenance and use of equipment. Anticipating guest needs and resolving complaints are crucial aspects of this position. Additionally, the role encompasses performing housekeeping duties as requested, which includes maintaining cleanliness and organization of guest and work areas, unpacking and packing, laundry services, and scheduling suite servicing. Food and beverage services are also part of the responsibilities, including table setting, beverage service, and assisting guests with meal delivery. Concierge services such as business services, dining recommendations, and transportation arrangements are also key components of the job. Ensuring guests' safety and security on the property is paramount, along with providing safety tips when traveling off-property. The position may also involve other duties as directed by hotel management.
