Guest Services Agent

HRI Hospitality•San Antonio, TX

9d•Onsite

About The Position

At HRI Hospitality, we offer a unique perspective on hotel ownership and management. We’re here to expand the possibilities of what once was, with our history of restoring properties to their former glory as well as new build projects that become the center of their vibrant urban community, we take it to the next level. We are looking for people to join our team that share in the passion for warm welcomes and creating an unforgettable experience for our guests. With a wide array of brands in exciting locations, HRI Hospitality is the destination to set course for growing your career!

Requirements

Minimum 18 years of age
US work authorization required
High school graduate or equivalent
Minimum six (6) months experience as a Guest Service Agent in a hotel/resort (or comparable in other customer focused industry)
Minimum six (6) months cash handling experience required
Able to effectively communicate in English, in both written and verbal form
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
Must be able to compute accurate mathematical calculations
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
Must meet grooming standards
Ability to work cohesively with other departments and coworkers as part of a team
Willingness to work varied shifts, including weekends and holidays
Ability to attain or maintain a Texas Driver's License

Responsibilities

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.
Maintain complete knowledge at all times of all hotel features, services, hours of operation, room types, numbers, layout, decor, appointments and location, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status for any given day, and 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 functions 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, including confirming reservations, registering guests, verifying information, assigning rooms, advising guests of messages, informing guests of procedures, issuing parking passes, communicating package services, obtaining identification for tax-exempt guests, obtaining guest signatures, and arranging for bell persons.
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.
File registration cards and vouchers in the 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 messages.
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, including resolving late charges, presenting folios, settling accounts, retrieving guest room keys, requesting guest comments, processing express check outs, and handling late check-out requests.
Conduct group check-ins and check-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.