Guest Service Agent

JOB SUMMARY
The Guest Service Agent is responsible for delivering excellence in Guest Service by developing relationships with guests, providing personalized service, and anticipating and delivering guests’ needs by providing prompt and courteous service. They will report to the Director of Front Office and follow Refinery's high standards of greeting and registering guests, in addition to accurately closing their guest account. The ideal candidate for this position has sharp attention to detail, excellent recall and follow up, and is able to multitask ever changing demands. They must be a highly communicative, meticulously organized team player who possesses a positive, problem-solving attitude and a passion for innovation.

QUALIFICATION STANDARDS
Essential Functions:

• Greet and welcome all guests approaching the Front Desk in accordance with Refinery Hotel standards.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met.
• Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily, auctioning any outstanding items.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, and other concierge related items as necessary.
• Follow all cash handling and credit policies as established by Refinery Hotel.
• Be aware of all rates, packages and special promotions offered by the hotel.
• Be familiar with all in-house and arriving groups.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario, including individual and group reservations.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Use proper two-way radio etiquette at all times when communicating with other employees, wearing an earpiece at all times.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system, including but not limited to: Opera PMS, HotSOS, Kipsu, Revinate, nor1, Recharge, Expedia Partner Central, Digital Alchemy, etc.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Be able to complete bucket check, room rate verification, and housekeeping discrepancy reports.
• Post and reconcile Mini Bar, Laundry, and Valet Parking Charges on a daily basis.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest engagement programs.
• Assist with delivery of VIP amenities to guest rooms.
• Maintain a clean work area.

Physical Requirements:

• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
• Considerable repetitive motion of hands and wrists as it relates to the use of computer keyboards is possible.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

Other Requirements:

• Maintain regular attendance in compliance with Refinery Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Comply with Refinery Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.
• Must be able to work at least two two overnight shifts.

Education & Experience

• College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

Grooming Requirements:

• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and hotel branded pin (specific standards available).

This job description is not intended to detail every aspect of your job or list every task you may perform. It is provided as a general overview of the responsibilities and skills required to do this job successfully.

Hotel on Rivington will provide equal employment opportunities to all applicants without regard to an applicant’s race, color, age, religion, sex, national origin, disability, genetic information, uniformed services, veteran status, sexual orientation, gender identity and expression or any other legally protected classification.

Job Type: Full-time

Pay: From $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Work setting:

• In-person

Work Location: In person