Guest Service Agent (Part-time)

Press space or enter keys to toggle section visibility

OVERVIEW/BASIC FUNCTION:

Transport guest luggage to/from guestrooms. Escortguests to rooms and inform guests of all hotel services and features.  Drive, park and retrieve guest vehicles asthey arrive and depart from the hotel, courteously, safely and efficientlyaccording to the hotel’s standards. Responsible for attending to immediateneeds of each guest upon arrival and follow through attention throughoutstay.  Thorough knowledge of all hotelservices and amenities.

RESPONSIBILITIES:

· Maintaincomplete knowledge of and comply with all departmental policies, serviceprocedures and standards.

· Ensurethat standards are maintained at a superior level on a daily basis.

· Maintaincomplete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

· Anticipateguests’ needs, respond promptly and acknowledge all guests, however busy andwhatever time of day.

· Maintainpositive guest relations at all times.

· Befamiliar with all hotel services/features and local attractions/activities torespond to guest inquiries accurately.

· Resolveguest complaints, ensuring guest satisfaction.

· Monitorand maintain cleanliness, sanitation and organization of assigned work areas.

· Transportguest luggage from the point of arrival at the hotel to their assigned room.

· Transportguest luggage from current room to reassigned room for room changes.

· Transportguest luggage from their room to the point of departure from the hotel.

· Assistin locating guest's lost luggage.

· Correctlytag, store and retrieve luggage from holding room.

· Identifyand explain hotel facilities and features to guests while escorting them totheir room.

· Identifyfire exit closest to guest's room and explain safety features of assigned room.

· Demonstrateuse of room key to guests.

· Placeguest luggage inside room.

· Identifyand explain guest room features to include use of:

air conditioning/heat units and thermostat controls

telephone

television

clock radio

guest services directory

mini-bar

in room safe

lights

bathroom amenities

valet/laundry services

door lock

ice and vending areas

· Offerpacking/unpacking service; explain pressing and laundry service.

· Maintainaccurate knowledge of scheduled functions within the hotel to direct guests tocorrect locations.

· Relayaccurate directions to guests on inquiries of transportation within the localarea.

· Maintainaccurate log record of guest calls for Bell Person assistance.

· AnswerBell Stand telephone within 3 rings using correct greeting and telephoneetiquette.

· Remainin assigned postposition, maintaining correct stance.

· Retrieveguest dry cleaning/laundry from rooms and deliver processed items.

· Deliveritems to guest rooms promptly to include:

messages

mail, faxes

packages

flowers

sundry items requested by guest

gift items

· Monitorand maintain appearance of lobby areas and luggage holding room.

· Polishbrass luggage carts and maintain cleanliness of carts.

· Communicateparking procedures to guests.

· Assistguests with loading/unloading luggage into and out of their vehicles.

· Takepossession of and park vehicle.

· Documentlocation of vehicles parked in parking facility.

· Ensuresecurity of vehicle and its keys.

· Date/timestamp vehicle parking ticket and file.

· Retrieveguest vehicle keys from secured location and retrieve guest's vehicle fromparking facility.

· Releasevehicle to guest upon proper authorization of claim tickets. Open vehicle doors, assist guest into thevehicle and close doors.

· Allother duties as required.

QUALIFICATIONS:

· Experience: Prior hospitality experience, preferably in asimilar position.

· Education:  High school diploma.

· GeneralSkills: Must be able to perform jobfunctions with attention to detail, speed and accuracy; prioritize, organizeand follow-up; be a clear thinker, remaining calm and resolving problems usinggood judgment; follow directions thoroughly; understand a guest’s serviceneeds; work cohesively with co-workers as part of a team; work with minimalsupervision; maintain confidentiality of guest information and pertinent hoteldata.

· Technical Skills: Thorough knowledge of all hotel servicesand amenities; ability to provide clear directions; ability to drive allvehicle types

· Language: Required to speak, read and write English, withfluency in other languages preferred.

· PhysicalRequirements: Must be able to exertphysical effort in transporting 60 pounds, endure various physical movementsthroughout the work areas, reach up and down, remain stationary at timesthroughout work periods, and satisfactorily communicate with guests andco-workers to their understanding.

· Licenses &Certifications: Valid California State Drivers’ License. Must have cleandriving record.

Rosewood Sand Hill provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Pay
The pay range for this position is $20.96 to $23.29 per hour. This is the pay range for this position that the Hotel reasonably expects to pay. This position is eligible for bonus.
Decisions regarding individual salaries will be based on a number of factors, such as experience, type of hotel luxury experience, location, and education.