Guest Service Agent

Nine Orchard Hotel

Guest Service Agent/Concierge

DEPARTMENT: Front Office

REPORTS TO: Director of Front Office

SUMMARY

The Guest Service Agent/Concierge is responsible for checking guests in and out, running daily reports, handling guest transactions, maintaining a bank, and answering guest inquiries. They must ensure that the front desk guest experience is quick and efficient for all guests and visitors.

CORE FOCUS & ESSENTIAL RESPONSIBILITIES

Qualified candidates must be able to complete the following responsibilities satisfactorily. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Complete the registration process in accordance with Nine Orchard’s check-in standards: greet guests, confirm the length of stay and room type, obtain contact information and payment, and offer general hotel information before directing guests to the elevator.
2. Close guest accounts at time of check out according to Nine Orchard’s Check out Standards: greet guests at check out, confirm and collect payment, and request feedback regarding stay. Update guest’s profile to ensure the best possible service for future stays.
3. Greet guests with an open and warm persona, either on the phone or in person. Use a positive and clear speaking voice, receive/deliver on all guest requests in a timely manner, provide accurate information such as outlet hours and hotel functions, and offer basic concierge services.
4. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers’ checks and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the property management system. Individuals are capable of moving assigned cash from the storage vault to the drawer at the front desk and back.
5. Work with various departments to ensure guests receive the best possible service. Duties may include working with Housekeeping for all guest requests and room status updates, Engineering for all guest requests and building issues, Sales for all guest inquiries, group business, and daily site visits, and reservations for all reservation inquiries, changes and billing issues.
6. Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems. Remain calm and alert, especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
7. Perform various duties of Guest Service Agent, Reservations Agent, concierge, and Telephone operator in a friendly and courteous manner to ensure guest satisfaction and service recovery.
8. Provides information regarding the area, including directions, attractions, shopping, nightlife, or recreational opportunities.
9. Tracking network of contacts, service providers, and business in the neighborhood that can service guests' needs.

SUPPORTING FUNCTIONS

In addition to the core focus & responsibilities, the candidate is expected to complete the following duties: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Follow up on outstanding operational and guest (internal & external) issues.
2. Monitor guest feedback and adjust accordingly.
3. Inspecting lobby areas and hotel entrances for cleanliness and maintenance, reporting deficiencies to appropriate departments, and ensuring timely completion.
4. Develops and maintains service relationships to fulfill the needs of patrons, customers, guests, or employees.
5. Provides a variety of business services such as shipping packages and assisting with printing needs.
6. Receives and tracks any guest deliveries.

ESSENTIAL QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Ability to satisfactorily communicate in verbal and written English with guests, management, and co-workers to their understanding.
2. Prioritize and organize work assignments, and have timely follow-up and execution.
3. Have superb time management skills.
4. Maintain complete knowledge of all hotel services/features and hours of operation.
5. Other languages, mathematical, and reasoning abilities as outlined below.
6. Ability to comply with physical demands as outlined below.
7. Technologically sound with Microsoft Office applications.
8. Ability to compute basic mathematical calculations.
9. A flexible schedule is required, which could include weekends and holidays.

REQUIRED EDUCATION and/or EXPERIENCE

Individuals should be a High School Graduate and/or have any combination of experience that provides the required knowledge, skills, and ability to effectively fulfill the requirements of this job description. Bachelor’s degree preferred. Previous experience in a hotel setting is preferred.

LANGUAGE, MATHEMATICAL, and REASONING ABILITIES

Candidate must meet the following cognitive abilities: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Ability to understand guests’ service needs & requests.
2. Ability to acknowledge guests’ requests in a polite manner.
3. Ability to clearly communicate in verbal and written English (additional foreign languages are encouraged and preferred).
4. Ability to apply logical thinking and understanding to carry out written and oral instructions.
5. Ability to address and solve problems involving guest and operational issues.
6. Ability to compute basic mathematical calculations.

PHYSICAL DEMANDS / WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. The typical environment is an office atmosphere with ambient room temperatures, lighting, and common office equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Sit, walk, and stand continuously.
2. Lift / carry 10lbs (frequently) and 25lbs (occasionally)
3. Bend, squat, crawl, and reach above shoulder level.
4. Use dominant hand coordination for simple grasping, pushing/pulling, and fine manipulation.

We are an equal-opportunity employer committed to a diverse work environment.