Guest Service Associate
Hotel Ella
- Welcome and check-in guests in a friendly and efficient manner, demonstrate excellent customer service and phone etiquette
- Accountable for assigned cash drawer(s) and cash balances (make correct change)
- Answer and transfer calls in timely (preferably 3 rings) and courteous fashion
- Manage all aspects of the reservations process (process room reservations, secure deposit and send confirmation); use suggestive selling techniques, stay abreast of local rates, in-house strategy, group and special rate plans and packages, available inventory, etc.
- Monitor reservations email account; reply to e-mail correspondence in a timely, courteous, and professional manner; process e-mail requests/reservations accordingly
- Understand how to check room availability and housekeeping/maintenance status, ensure against overbooking, and that guests are provided an inspected room
- Maintain full knowledge of all room types, features, locations, rates
- Verify accuracy of information in property management system by entering data correctly and checking daily arrivals
- Effectively handle all guest inquiries, requests and complaints; confirm guest needs have been met; timely alert manager on duty to any unresolved complaints
- Communicate effectively with all departments
- Develop a working knowledge of local attractions, business locations, and points of interest
- Review daily activities and groups, communicate details with co-workers and guests as needed
- Direct traffic inside the hotel with vendors, overnight guests, employees, meeting attendees, restaurant/ lounge guests, visitors
- Know location, basic troubleshooting and relevant contact list for all major hotel systemsØ Knowledge of all hotels services, amenities, and hours of operation
- May be first point of contact during any emergency; be familiar with all emergency procedures as documented in hotel Emergency Manuals
- Accurately handle all in-house accounts including guest names, room charges, methods of payment, special requests, etc.
- Handle services for guests including guest mail, messages, telephone calls, faxes, wake-up calls, after-hours requests (i.e., extra towels, pillows etc.) ,and general inquiries
- Confirm guest satisfaction at check-out and take appropriate corrective action if necessary. Say, "Thank you."
- Perform daily reporting requirements based on specific hotel needs
- Ensure transfer of information from shift to shift at the Front Desk
- Keep adequate inventory of front desk and guest supplies available at all times. Communicate shortages as necessary
- Understand operation of guest room features, i.e. HVAC units, thermostats, showers, windows, etc.
Vacancy posted 1 day ago
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