Reception Agent

The Westin Resort Guam•Tumon, GU

8d•Onsite

About The Position

Responsible for welcoming, registering, and checking in/out all guests in the hotel while serving as a liaison between guests and departments to solve problems.

Requirements

Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form.
Ability to focus and maintain attention to the performance of tasks despite periods of interruptions.
Ability to work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions.
Ability to maintain good relations with staff and guests.
Ability to memorize, recollect and quickly retrieve dates, names, times and other data.
Ability to converse calmly with irate guests, superiors and subordinates in sometimes intense emotional situations.
Ability to answer phones quickly, clearly and professionally.
Ability to maintain staff and guest confidentiality at all times.
Must be able to apply common sense understanding to follow instructions, to make decisions with minimal supervision and to prioritize tasks in order to maintain service standards.
High School or equivalent education required.
Good communication skills, both verbal and written required.

Nice To Haves

Ability to converse in two or more languages preferred.

Responsibilities

Greet all guests upon arrival.
Interact in courteous and professional manner with guests, co-workers and supervisors.
Perform all check in functions, including, but not limited to early check-in, late check in and no reservations, according to hotel policies and procedures, which includes issuing/preparing proper meal coupons based on purchased room package.
Produce initial keys for guest upon registration and secondary upon request, in accordance with security procedures.
Post charges to guest accounts including, but not limited to changing foreign currency and cashing checks.
Perform cashier functions, including but not limited to changing foreign currency and cashing checks which also includes collecting pre-payments from guest/clients for restaurants, functions/events, and posting Westineer cafeteria meal tickets from vendors.
Ensure proper credit obtained on guest credit cards at registration.
Accept, sort and distribute all messages, small packages and mail for guests.
Comply with guest special requests including, but not limited to extra towels, cots, newspaper, when appropriate when inappropriate direct to suitable department and follow up to ensure compliance with request.
Perform all check–out functions, including, but not limited to check, charge, cash and direct bill payments, according to hotel policies and procedures.
In an event where a guest is unhappy due to service or any inconvenience of any kind and requests for room change associate is required to find new room and ensure complaint is handle properly prior to reporting to Manager.
Assist with related duties and special projects as assigned.
Actively support and participate in all Westin Resort Guam trainings.