Guest Experience Specialist

186 rooms | 4,500 sq. ft. meeting/event spaceAmenities: 24-hour fitness center, indoor pool, restaurant and bar with outdoor lounge, complimentary hot breakfast daily.Located in downtown Indianapolis, this property attracts both business and leisure demand-offering strong career growth in a thriving Midwestern market. With a residential-style feel in an urban setting, it's ideal for leaders who value both guest comfort and brand-driven operations.**Job Duties**Maintain complete knowledge at all times of:- All hotel features, services, hours of operation- All room types, numbers, layout, decor, appointments and location- All room rates, special packages and promotions- Daily house count and expected arrivals/departures- Room availability status for any given day- Scheduled daily group activities- Maintain complete knowledge and comply with all hotel and departmental policies and procedures- Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times- Meet with supervisor to review daily assignments and priorities- Meet with departing Front Desk Agent to review business status and follow up items- Access all function of computer system according to established procedures and standards- Set up work station with necessary supplies; maintain cleanliness throughout shift- Answer department telephone within three rings, using correct greeting and telephone etiquette- Promote positive guest relations to all individuals approaching the Front Desk- Accommodate all requests for information in a congenial manner- Process all guest check ins according to established hotel requirements- Confirm reservation in system and review all noted information- For guests without a reservation, sell a room type as agreed upon- Register guest in computer and generate a registration card- Verify registration card information with guest, obtain back up information for guest credit or payment method and input into system; collect cash when designated- Assign guest rooms- Advise guest of any messages, mail, faxes, etc. received for them- Inform guest of room safe and mini bar key and room key procedures- Issue parking passes validate valet parking tickets and enter information in computer- Communicate services and amenities included in packages to guests on packages- Obtain proper identification for tax exempt guests and attach form to registration card- Obtain guest signature for designated paperwork- Maintain guest history files on all guests- Communicate VIP arrivals to designated personnel for escort and delivery of amenities- Set up accurate accounts for each guest checking in according to their requirements (sharing, separate room, tax, incidentals)- File registration cards and vouchers in bucket by room number- Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests- Accommodate room changes expediently- Handle guest complaints according to the six step procedures, ensuring guest satisfaction- Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction- Take, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals- Offer detailed information on the voice mail system to callers and guests wishing to leave message- Accept and record wakeup call requests; deliver to PBX- Issue safe deposit boxes to guests and ensure security of keys- Distribute all guest and department mail- Monitor, send and distribute guest faxes- Document and confirm reservations and cancellations- Block rooms in the computer and follow through on designated requirements- Pre-register designated guests and prepare key packets- Communicate pertinent guest information to designated departments/personnel (special requests, amenity delivery)- Generate, print and distribute daily and weekly reports- Resolve discrepancies on the room status report with Housekeeping- Match the bucket check to in house guest ledger report; report discrepancies to manager- Process all check outs according to established hotel requirements- Resolve any late charges- Present folio to guest and resolve any disputed charges- Settle guest accounts following Accounting procedures- Retrieve guest room key from guests- Request guest comments on their stay- Process express check outs throughout the shift- Handle requests for late check outs according to established hotel procedures- Conduct group check ins and outs according to established hotel procedures- Assist all departments and executives in obtaining appropriate information regarding groups, inventory and guest information- File guest room keys and ensure the safe keeping of keys at the Front Desk- Adhere to all cashiering procedures- Process adjustment vouchers, paid outs, correction vouchers, miscellaneous charges- Make change for guests- Cash guests' personal checks/travelers checks- Post charges- Settle room accounts- Run closing reports- Count bank at end of shift- Complete designated cashier reports- Balance receipts- Drop receipts- Secure bank- Legibly document pertinent information in the log book**Minimum Requirements**- High school graduate or equivalent- Previous experience in customer service.- Must be able to compute accurate mathematical calculations- Must be able to clearly communicate in English with guests, visitors, management and coworkers to their understanding, both in person and by telephone.- Must be able to provide legible communication and directions - Some college or training in hospitality industry.- Ability to input and access data in computer.- Ability to understand guest inquiries and provide responses.- Ability to promote positive relations with all individuals who approach the Front Desk- Ability to focus on guests' needs, remaining calm and courteous- Ability to think clearly, quickly and make concise decisions- Ability to prioritize, organize and follow up- Ability to work well under pressure of constant frequent arrivals and departures- Ability to focus attention on details- Ability to maintain confidentiality of all guests and hotel information- Ability to ensure security of guest room access- Ability to remain stationary at assigned post for extended periods of time- Ability to work cohesively with other departments and coworkers as part of a team #J-18808-Ljbffr