Overnight Guest Service Agent -PT RAH

Columbus Hospitality Management-posted 10 months ago

Part-time • Entry Level

Ocala, FL

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Overnight Guest Service Agents must possess a positive and upbeat personality dedicated to providing exceptional service to our guests. They must excel at multitasking, paying attention to detail, and solving problems to assist both internal and external guests effectively. They strive to achieve the highest levels of guest satisfaction while embodying the World Equestrian Center principles of Quality, Class, and Distinction.

Assist guests with check-in and check-out processes efficiently and accurately, using their names whenever possible.
Verify all postings and charge the guest's credit card accurately during check-out.
Oversee reservations by accurately creating, modifying, and canceling them as needed.
Pre-block rooms based on reservations and special requests, coordinating with other departments to accommodate guest needs effectively.
Handle inquiries, requests, and complaints promptly and professionally, accommodating special requests when possible.
Provide information about hotel services, available rooms, rates, amenities, and local attractions.
Answer inquiries related to shopping, dining, entertainment, and travel directions.
Resolve customer complaints with professionalism and care.
Operate phone systems to manage incoming calls, transferring them to the appropriate department or guest room.
Oversee guests' communications via Medallia Concierge to ensure a seamless experience.
Utilize various computer systems to maintain communication with multiple departments and on-site establishments.
Review notes and alerts for guest requests and completed traces.
Review guest preference forms and transfer requests or preferences to reservations in PMS.
Input service orders for guest amenities, service complaints, and room repairs as necessary.
Collect and handle cash payments, ensuring accurate transactions and necessary change.
Anticipate guest needs and adapt to a rapidly changing environment.
Stay informed about daily events, show times, and hotel happenings to assist guests effectively.
Maintain accurate records of guest interactions and transactions for efficient service and follow-up.
Ensure that daily checklists are completed to maintain service quality.
Perform PMS End-of-Day procedures and completed Night Audit tasks.
Follow and adhere to all departmental Standard Operating Procedures (SOPs) to ensure consistent service quality.

Excellent verbal and written communication abilities.
Demonstrated phone etiquette and customer service skills.
Ability to work effectively with co-workers within various departments.
Strong prioritization and organizational abilities.
Exceptional computer skills with the ability to learn various software programs; knowledge of Opera Cloud, Medallia Concierge, and/or HotSOS is preferred.
Previous experience in hotel front desk and hospitality is strongly preferred.
Must be available to work weekdays, weekends, holidays (mainly overnight but not limited to morning, afternoon and evening shifts).