Overnight Guest Service Representative

Omni Hotels & Spas•San Francisco, CA

4d•Onsite

About The Position

The Overnight Guest Service Representative will be responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest’s stay. Guest Service Representative make the first impression upon our guests by extending a warm welcome, providing information about the resort and local area, and offering our full range of upscale resort amenities and services to them. Guest Service Representative are also responsible for settling guest accounts upon check-out, resolving guest issues and completing special requests. They work closely with all hotel departments especially our Concierge, Bell-Door and Ideal Services teams.

Requirements

Proficient computer skills are required; Opera PMS system, Microsoft Office, Excel, Word, etc.
Must have excellent written and oral communication skills in fluent written and spoken English
Must be willing to work flexible hours as needed during busy times and high-profile events, including nights, weekends and holidays.
Proven ability to engage guests at all levels.
Must be available to work primary schedule of overnight shifts.
Ability to define problems, collect data, establish facts, and draws valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Ability to read, analyzes, and interprets general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Nice To Haves

Previous luxury hotel experience is preferred.
Previous Front Office experience is preferred.

Responsibilities

Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures.
Empathetically listen to guest inquiries and provide appropriate responses.
Speak to guests in a friendly, warm manner, making them feel welcome at the hotel.
Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
Block rooms in the computer and follow through on designated requirements.
Employ attention to detail in order to ensure security of guest room access.
Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments.
Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation.
Follow up to ensure completion and guest satisfaction.
Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.
Prepare the Daily Report (Daily Business Summary DBS) timely and accurately.
Expeditious and diplomatic resolution of guest problems.
Remain fully knowledgeable in all emergency procedures.
Accurately prepare VIP, complimentary, house use rooms, and out of order lists.
Ensure proper registration of guests and credit procedures are followed.
Distribute all nightly reports.
Generate, print and distribute daily and weekly reports
Process guaranteed no show billings efficiently.
Maintain current back up reports.
Collect Reservation Deposits
Work on Guest Engagement Meeting, highlighting Very Detailed Arrivals, Medallia Comments, Service Tracker and send communication to the hotel
Handle Express Check-Outs ensuring their completion.
Complete third shift Night Audit checklist and responsibilities are completed.