Guest Service Agent - Seasonal

Leisure Sports, Inc.•Aliso Viejo, CA

About The Position

To create great first impressions of Renaissance ClubSport by ensuring guests are welcomed and their luggage and other immediate needs are cared for. To carry the guest’s luggage to and from their assigned room and see to it that the guest is settled in a room which meets all RCS standards. To deliver all room service orders to guest rooms, following all service quality and hospitality standards. To keep the bell stand and general lobby area neat and clean. To deliver check-out folios and newspapers to rooms daily as needed. To deliver requested extras, such as cribs, pillows, razors, or towels to guest rooms.

Responsibilities

Warmly and hospitably welcome all guests to the hotel as they arrive
Assist guests to and from rooms; be very careful with luggage; converse with guests as you accompany them to their room; promote the special features of the hotel and club
Upon arrival at the guest room, assist guest in any way possible or requested: open drapes, turn on lights, set up luggage, fill the ice bucket, and so forth
Keep luggage carts neatly arranged in the designated area. When putting luggage on carts, use extreme care and proper loading techniques for the protection of guest property. When transporting a loaded cart, watch carefully for people in hallways, around corners, or in elevators, and be careful not to bump walls or corners
Deliver room service orders to guest rooms promptly; present and serve the order according to the RCS service manual
Be familiar with all room service menu items, their garnish, contents, and preparation methods; be prepared to answer guest questions knowledgeably
Remove trays from guest hallways continuously throughout scheduled shift
Deliver other items requested by guests, such as extra towels, pillows, cribs, etc. to guest rooms; assist in setting up the item if requested
Be knowledgeable about all hotel and club facilities, programs, and services, as well as local points of interest and local restaurants, bars, parks, golf courses, theaters, and so on
Have a clear understanding of all other departments in the hotel and club
Follow all hotel rules, policies and procedures set by the property and the Front Office Manager
Check luggage for departing guests who request this service; take extra care when tagging luggage. When retrieving checked luggage, be 100% accurate when matching tags
Answer the bell stand telephone promptly and courteously, following the RCS-provided script
Keep the bell stand, general lobby, and porte cochere areas neat and clean at all times
Follow the general “clean as you go” campaign while en route back from rooming guests or delivering items to guest rooms
Complete all side duties, which may include raising or lowering flags, picking up or delivering dry cleaning to or from guest rooms, assisting AYS Agent in personal wake up calls by going to the room, and tidying the bell closet
Never solicit tips by words or actions. Always thank a guest for a tip, regardless of the amount
Other responsibilities or projects as assigned by the Front Office Manager