Guest Services Agent

Stonebridge Hospitality Associates•New York City, NY

23h•Onsite

About The Position

The purpose of a GUEST SERVICE AGENT is to serve as the primary contact for all guests throughout their stay and effectively and efficiently check guests in and out of the hotel. This role involves operating the front desk according to standard operating procedures, managing the reservation system, and ensuring exceptional guest service.

Requirements

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to speak English fluently.
Ability to interpret and perform basic computer and POS system functions.
Demonstrates a high QUALITY of work: Demonstrates accuracy and thoroughness. Monitors own work to ensure quality. Provides the best possible service to clients and customers.
Demonstrates acceptable PRODUCTIVITY standards: Meets or exceeds productivity standards. Produces adequate volume of work efficiently in a specific time.
Demonstrates excellent CUSTOMER SERVICE SKILLS: Responds to requests for service and assistance. Demonstrates the desire and ability to provide high quality service to both internal and external customers. Solicits customer feedback to improve service.
Demonstrates INITIATIVE: Asks for and offers help when needed. Includes appropriate people in decision-making.
Demonstrates ACCOUNTABILITY for their job performance: Takes responsibility for own actions. Performs work with little or no supervision; works independently. Can be relied upon regarding task completion and follow up.

Responsibilities

Serve as the primary contact for all guests throughout their stay.
Effectively and efficiently check guests in and out of the hotel.
Operate the front desk according to standard operating procedures and with exceptional guest service.
Operate with accuracy the reservation system, check-in and checkout system and credit card system, following all safety and security procedures.
Check registration (folio) cards for completeness, accuracy, and legibility.
Maintain accurate cash sheet and be responsible for cash drawer balancing.
Operate the switchboard and disperse calls as required by your shift.
Take guest messages and faxes with accuracy, always noting the date and time of message, and repeat message back to caller to assure accuracy.
Use message light to tell guests that they have a message waiting.
Know emergency procedures and how to respond.
Never say a guest’s room number out loud.
Be knowledgeable of hotel promotions, room rates, and amenities of the rooms.
Know the physical makeup of the building-exterior and interior.
Know where the closest shopping, convenience store and gas station is.
Complete daily reports, audits, correspondences etc. as required by your shift.
Keep lobby and office area clean at all times.
Set wake-up calls as dictated by your shift.
Prepare room status sheet for housekeeping and update housekeeping on rooms available to clean as guests checkout or leave for the day.
Take and confirm credit cards for validity and acceptability.
Lock and secure area if leaving the front desk, even if it is for a moment!
Create incident reports for guest injuries / issues when required.
Answer all calls within three (3) rings in a scripted manner.
Take and record reservations with accuracy and confirm as requested.
Resolve guest complaints.
Maintain regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards.
Maintain high standards of personal appearance and grooming, which include compliance with the dress code.
Perform any other duties as requested by supervisor.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of the position.