Guest Services Attendant

Four Seasons Hotels and Resorts•New York, NY

1d•Onsite

About The Position

The Four Seasons Hotel New York Downtown is looking for a Guest Services Agent who fully embodies our values, shares a passion for excellence, and infuses enthusiasm into everything they do. As Guest Services Agent you will be accountable for shaping the client experience by providing exceptional service in support of our world-renowned hotel. FSNYD is recognized as a Forbes 5 Star Hotel; Forbes 5 Star Spa and AAA 5 Diamond Hotel. This position reports to the Front Office Manager. Work authorization for the location is required. Four Seasons Hotel New York Downtown is diverse, inspiring and vibrant. As Guest Services Agent, you will be part of a team that prides itself on excellent service, driving inclusion & belonging, working collaboratively, demonstrating mutual respect and having a passion for providing exceptional client experiences. Your role is vital to the success of Four Seasons New York Downtown. You will be able to shape your work environment by contributing to new ideas, offer solutions and find ways to collaborate with all departments being at the heart of the operation. In return you will be provided with the same level of care that we expect to be shared with our employees and all backed by our impressive Employee Value Proposition. In this position you will report to the Front Office Management team. Work authorization for the location is required.

Requirements

Knowledge of Front Desk Operations
Good communication skills
Physical mobility as lifting, walking, bending and moving objects up to 50 lbs.
Speaking, writing and reading English is required.
Positive attitude and willing to learn is must.
Flexible schedule and the ability to work all shifts, weekends and holidays.
Work authorization for the location is required.

Responsibilities

Welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment.
Checks guest out of the hotel, preparing and explaining the bill.
Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.
Checks in guest in an efficient and friendly manner, using guest name whenever possible.
Assures that guest is assigned type of room requested and the correct rate is charged.
Arranges for luggage to be delivered to guest room.
Issues correct keys to the guest.
Checks out guest at end of stay.
Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest.
Settles bill accurately through credit card or cash transaction.
Maintains a balanced bank assigned by the hotel.
Makes change, cashes checks, exchanges foreign currency.
Reconciles all transactions at the close of each shift.
Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
Responds to all guest requests in an accurate and timely manner.
Interaction with guest will be in person and by phone.
Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.
Accepts reservations, changes and cancellations in the absence of CORE Department Staff.
Can answer guest calls and direct them appropriately in the absence of a Hotel Communications Agent.
Ability to quote and be familiar with room and rate availability for current and future dates.
Ability to select and block rooms for arriving guests; pre-register individuals or groups as required; assist in escorting VIPs and return guests to their rooms as requested.
Ability to work closely with the Concierge staff to coordinate the efficient handling of guest luggage and follow up on guest inquiries.