Full-Time Front Desk Agent / Part-Time Concierge ID - 15754
Full Job Description
PROPERTY:
Shore Hotel
TITLE:
Guest Service Agent
DEPARTMENT:
Guest Services
STATUS:
Non-Exempt, Full Time, Part-Time, Regular
SUPERVISED BY:
Front Office Manager, Assistant Front Office Manager, Guest Services Supervisor
SUPERVISES:
This position will not supervise anyone.
A Guest Service Agent is responsible for greeting visitors of the hotel, checking guest in & out of the hotel, and ensuring that the guests’ stay is personable and enjoyable as part of the hotel’s continued efforts to deliver outstanding guest service and financial profitability.
ESSENTIAL DUTIES:
- Greet guests and perform check-in process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, ensuring guest knows location of room and/or has a bell person accompany him/her.
- Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, handling money, processing credit and debit cards, accepting and recording various forms of payment, making change.
- Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.
- Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
- Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
- Field guest complaints and assist in a resolution for complete guest satisfaction.
- Review occupancy, daily arrivals & departures and identify potential problems with rooms’ activity and take appropriate action.
- Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
- Assist with PBX operators, bell staff, and front desk agents are performing their daily tasks in accordance to their job requirements and duties.
- Be compliant and understand Shore Hotel policies and house rules. Understand hospitality terms.
- Ensure sign off of all Service Standards by Position for Guest Services staff.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Maintain communication with other hotel departments as it pertains to guest services.
- Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
- Ensure correct and accurate cash handling at the Front Desk.
- Follow and enforce all Shore Hotel credit policies.
- Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
- Complete and send out Shore Report when needed and ensure agents are completing daily checklists.
- Complete the daily Market Metrix email distribution list and send in to Market Metrix through email.
- Keep front desk completely stocked operational materials beginning and end of shift.
- Ensure required pars of all front office and stationary supplies.
ESSENTIAL JOB QUALIFICATIONS & COMPENTENCIES:
Proven success in the following job competencies:
- Honesty; has honest, direct, and factual communication and actions with internal and external customers.
- Collaboration; proactive in building supporting, nurturing, and service-oriented relationships with employees; works collaboratively to resolve problems and enhance productivity; Remains open to others' ideas and tries new things.
- Integrity & Loyalty; conducts self with high level of ethics and makes decisions with honest intentions that are in the best interest of the company and employees. Keeps commitments; inspires the trust of others; Works with a high level of integrity and ethically; Upholds organizational values.
- Humble; conducts self and treats all employees with respect; without arrogance, degradation, or coercion; treats all employees with equal regardless of position/status.
- Innovation; constantly searches for best practices in technology, services, and procedures. Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas.
- Analytical: Highly detail-oriented, proficient with managing, editing, analyzing large volumes of complex numerical data.
- Flexible; considers others point of view to find the best solution for customer and company; proven ability to be flexible and adapt to change; adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays.
- Problem Solving: Uses a professional, neutral/unbiased, and highly diplomatic inter-personal approach.
- Interpersonal: Customer focused and effective relationship-building skills; ability to effectively interact with all employee levels; frontline, Managers, Directors, Executives;
- Diversity: Strong commitment to diversity and equality in a company culture.
- Communication: Strong communication (verbal and written) and presentation skills.
- Multi-Tasking: Ability to operate under pressure in a fast paced environment; able to deliver effective results, meet tight deadlines and targets.
EXPERIENCE:
- At least 1 year of progressive experience in a Guest Services role.
- Hotel experience is preferred.
- Must be proficient in Microsoft Word, Excel, PowerPoint, and Outlook. Experience in Opera helpful.
EDUCATION:
- Associate’s or Bachelor’s degree in business, management, or hospitality or related field or equivalent of 3 years relevant work experience required.
WORKING CONDITIONS & PHYSICAL WORK DEMANDS:
- Able to sit and work at a computer keyboard for extended periods of time.
- Able to stoop, kneel, bend at the waist and reach on a daily basis.
- Able to lift and move up to 20 pounds occasionally.
- Regular and on-time attendance is critical.
- Hours occasionally exceed 40 hours per week.
- Ability to stand during shifts
OTHER:
- Other duties as assigned.
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Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required and is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.
PROPERTY:
Shore Hotel
TITLE:
Hotel Concierge
DEPARTMENT:
Guest Services
STATUS:
Non-Exempt, Full Time, Part-Time, Regular
SUPERVISED BY:
Director of Guest Services, Front Office Manager, Assistant Front Office Manager and Guest Services Supervisor
SUPERVISES:
This position will not supervise anyone.
The Concierge is responsible for performing daily tasks that align with the department’s long-term goals and objectives to uphold Shore Hotel’s Vision, Mission and Values while creating an environment conducive of 5-star customer services. This position will provide guests an opportunity to engage an agent in a more intimate and less of a transactional format. This position must actively engage the guest are not limited to: greet and assist guests in lobby as they arrive and/or walk through the resort, provide directions, and assist in arranging resort transportation. The Concierge must be knowledgeable about services, restaurants, activities and local surroundings in order to answer and respond to guest questions and requests. The Concierge is also actively engaged with guests at all times to foster the sharing of personal preferences with other departments of resort to assist in a highly personalize guest experience. The Concierge interacts with guests, requiring the ability to work and remain calm and professional under potentially stressful situations to ensure guest satisfaction. The ideal candidate will have proven results handling guest services and will be capable of problem solving quickly. Performs additional duties as assigned that may be outside of the normal scope of duties based on business needs
ESSENTIAL DUTIES:
- Greet guests and perform check-in process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, ensuring guest knows location of room and/or has a bell person accompany him/her.
- Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, handling money, processing credit and debit cards, accepting and recording various forms of payment, making change.
- Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.
- Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
- Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
- Field guest complaints and assist in a resolution for complete guest satisfaction.
- Review occupancy, daily arrivals & departures and identify potential problems with rooms’ activity and take appropriate action.
- Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
- Assist with PBX operators, bell staff, and front desk agents are performing their daily tasks in accordance to their job requirements and duties.
- Be compliant and understand Shore Hotel policies and house rules. Understand hospitality terms.
- Ensure sign off of all Service Standards by Position for Guest Services staff.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Maintain communication with other hotel departments as it pertains to guest services.
- Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
- Ensure correct and accurate cash handling at the Front Desk.
- Follow and enforce all Shore Hotel credit policies.
- Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
- Complete and send out Shore Report when needed and ensure agents are completing daily checklists.
- Complete the daily Market Metrix email distribution list and send in to Market Metrix through email.
- Keep front desk completely stocked operational materials beginning and end of shift.
- Ensure required pars of all front office and stationary supplies.
ESSENTIAL JOB QUALIFICATIONS & COMPENTENCIES:
Proven success in the following job competencies:
- Honesty; has honest, direct, and factual communication and actions with internal and external customers.
- Collaboration; proactive in building supporting, nurturing, and service-oriented relationships with employees; works collaboratively to resolve problems and enhance productivity; Remains open to others' ideas and tries new things.
- Integrity & Loyalty; conducts self with high level of ethics and makes decisions with honest intentions that are in the best interest of the company and employees. Keeps commitments; inspires the trust of others; Works with a high level of integrity and ethically; Upholds organizational values.
- Humble; conducts self and treats all employees with respect; without arrogance, degradation, or coercion; treats all employees with equal regardless of position/status.
- Innovation; constantly searches for best practices in technology, services, and procedures. Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas.
- Analytical: Highly detail-oriented, proficient with managing, editing, analyzing large volumes of complex numerical data.
- Flexible; considers others point of view to find the best solution for customer and company; proven ability to be flexible and adapt to change; adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays.
- Problem Solving: Uses a professional, neutral/unbiased, and highly diplomatic inter-personal approach.
- Interpersonal: Customer focused and effective relationship-building skills; ability to effectively interact with all employee levels; frontline, Managers, Directors, Executives;
- Diversity: Strong commitment to diversity and equality in a company culture.
- Communication: Strong communication (verbal and written) and presentation skills.
- Multi-Tasking: Ability to operate under pressure in a fast paced environment; able to deliver effective results, meet tight deadlines and targets.
EXPERIENCE:
- At least 1 year of progressive experience in a Guest Services role.
- Hotel experience is preferred.
- Must be proficient in Microsoft Word, Excel, PowerPoint, and Outlook. Experience in Opera helpful.
EDUCATION:
- Associate’s or Bachelor’s degree in business, management, or hospitality or related field or equivalent of 3 years relevant work experience required.
WORKING CONDITIONS & PHYSICAL WORK DEMANDS:
- Able to sit and work at a computer keyboard for extended periods of time.
- Able to stoop, kneel, bend at the waist and reach on a daily basis.
- Able to lift and move up to 20 pounds occasionally.
- Regular and on-time attendance is critical.
- Hours occasionally exceed 40 hours per week.
- Ability to stand during shifts
OTHER:
- Other duties as assigned.
Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required and is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.
Our post-offer background check process includes a background check (HireRight) and a drug-screen.
We participate in E-Verify.
We are an Equal Opportunity Employer
