Overnight Guest Ambassador

Job Details
Level
Experienced
Job Location
The Colony Palm Beach - Palm Beach, FL
Position Type
Seasonal
Education Level
High School or Equivalent
Salary Range
$17.00 Hourly
Travel Percentage
Negligible
Job Shift
Graveyard
Job Category
Hospitality - Hotel
Description
Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting-- U.S. Presidents, European Royalty and discriminating travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.
For more information visit http://thecolonypalmbeach.com
The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place
Job Overview: Greet and welcome guests, assist, and provide directions and information to guests and visitors. Register guests, manage reservations and provide information about rooms, rates and the property and amenities. Coordinate all guest requests for special arrangements or services, courteously and efficiently. Escort V.I.P.'s to assigned guest rooms, informing guests of services, features and room amenities. Attend to immediate needs of guests upon arrival and follow through throughout stay. Check Front Office accounting records for accuracy and, on a daily basis, summarize and compile information for the hotel's financial records.
Essential Job Functions:

1. Welcome guests upon their arrival and assign rooms.
2. Meet and exceed guests' expectations by anticipating the services they might require.
3. Perform all check-in and check-out tasks.
4. Manage online and phone reservations.
5. Inform guests about payment methods and verify their credit card data.
6. Register guests collecting necessary information.
7. Maintain complete knowledge of:
   • All hotel features/services, hours of operation.
   • All hotel restaurant food concepts, menu price range, dress code and ambiance.
   • All hotel room types, number/names, layout, appointments, amenities and locations.
   • All hotel room rates, special packages and promotions.
   • Daily housecount and expected arrivals/departures (particularly V.I.P.s).
   • Scheduled daily group activities, names and location of meeting/banquet rooms.
   • Local events, attractions, holiday schedules.
8. Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
9. Liaise with housekeeping to ensure all rooms are clean, tidy and fully-furnished to accommodate guests' needs.
10. Upsell room types, additional amenities and services, when appropriate.
11. Maintain updated records of bookings and payments.
12. Collect payments, make change.
13. Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
14. Obtain department keys and beeper/radio; ensure security of such.
15. Check Front Office accounting records for accuracy and, on a daily basis, summarize and compile information for the hotel's financial records.
16. Tracks room revenue, occupancy rates, and other front office operating statistics.
17. Prepare a summary of cash, check, and credit card activities, reflecting the hotel's financial performance for the day. Post room charges and room taxes to guest accounts including guest transactions not posted during the day by the front office.
18. Handle end-of-day bookkeeping, auditing and account reconciliation
19. Meet with Supervisor/departing Guest Ambassdor to review business status and follow up actions.
20. Access all functions of computer system in accordance with departmental specifications.
21. Set up work station with necessary supplies; maintain cleanliness throughout shift.
22. Legibly complete requisitions for additional supplies/materials and submit to manager.
23. Maintain updated resource materials on all vendors and information to accommodate guest requests.
24. Review designated in-house guest list and be familiar with guests' names and room locations.
25. Answer department telephone within 3 rings, using correct salutations and telephone etiquette.
26. Assist guests with room reservations.
27. Perform pre-arrival calls following departmental standards.
28. Accommodate all guest requests expediently and courteously.
29. Follow up with designated hotel personnel to ensure completion of request.
30. Coordinate guest requests with designated vendors according to departmental standards, to include:
    • Room accommodations
    • Airline reservations, changes, cancellations
    • Transportation from hotel to airport and return
    • Bus/train transportation
    • Limousine reservations
    • Car rentals
    • Car repair and servicing
    • Charter flights/rentals
    • Babysitting services
    • Banking/financial services
    • Business center services/fax or telex services/mailing and delivery services.
    • Interpretation services.
    • Notary services
    • Restaurant reservations, nightclub activities
    • Dry cleaning, laundry, alterations, repairs
    • Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health hotel facilities.
    • Formal wear rentals
    • Flowers
    • Salon appointments
    • Shoe shines
    • Shopping services
    • Movie/theater/attraction tickets
    • Sightseeing tours
    • Medical services
    • Religious services
31. Relay accurate directions to guests' desired destination within local area and distribute maps with highlighted routes.
32. Legibly document all pertinent information in guest notes. Monitor and update guests notes through the shift.
33. Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
34. Assist guests in locating and retrieving lost luggage.
35. Distribute all guest and departmental mail.
36. Monitor, send and distribute guest faxes.
37. Inspect blocked V.I.P. rooms, using company procedures an checklists, prior to guest arrival/rectify any deficiencies. Randomly inspect designated rooms weekly and complete necessary documentation.
38. Meet V.I.P.'s upon arrival at the Front Desk and assist with escorting them to their assigned room. Inform guests of hotel services/features and room amenities. Extend assistance before departing.
39. Place orders for amenities and coordinate delivery of amenities to designated guest rooms in accordance with hotel standards.
40. Assist guests in locating and retrieving lost luggage.
41. Distribute all guest and departmental mail.
42. Monitor, send and distribute guest faxes.
43. Assist guests with purchases and selection of retail items. Record and process sales and payments.
44. Monitor and maintain the cleanliness of the lobby and work areas.
45. Take, record and relay message accurately, completely and legibly.
46. Successful completion of the training/certification process.
47. Notifies management of any pertinent information related to shift or guest activities in a timely manner to allow for the appropriate follow-up as required to successfully resolve any guest situations.
48. Maintain knowledge of all safety and emergency procedures and is aware of accident prevention policies. Report accidents, injuries, and unsafe work conditions to the supervisor or manager.
49. Handle emergency calls.
50. Remain, at all times, attentive, friendly, helpful and courteous to all guests, managers and fellow employees.
51. Ensure that the appropriate level of confidentiality and security for all guest and company information is achieved, aiding in creating a feeling of comfort and confidence for guests.
52. Maintain high standards of personal appearance and grooming, which include wearing proper uniform and a name tag when working.
53. Perform other duties as assigned by supervisor.

Secondary Functions:

1. Assist Switchboard, Bell Attendants, Valet Attendants, and Reservation Agents as assigned.
2. Provide guest room and hotel tours.
3. Legibly document maintenance needs on work orders and submit to manager.

Qualifications
STANDARD SPECIFICATIONS:
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently.
Qualifications:
Essential:

1. High School Diploma or equivalent.
2. Ability to pleasantly communicate with proper grammar in English.
3. Ability to provide legible communication.
4. Ability to compute basic mathematical calculations.
5. One year experience in a guest service position in a luxury hospitality property.
6. Thorough knowledge of hotel services and amenities.
7. Availability to work holidays, weekends and periods of high demand.
8. Oral Comprehension - demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
9. Reading Comprehension - demonstrates understanding of written sentences and paragraphs in work-related documents.
10. Writing - communicates effectively in writing as appropriate for the needs of the audience.
11. Computer Skills - Proficient with Microsoft Office Suite or related software.
12. Excellent guests service skills and passion for hospitality.
13. Excellent telephone etiquette skills.
14. Ability to focus attention on guest needs, remaining calm and courteous at all times.
15. Good knowledge of hotel PMS systems.
16. Good knowledge of local area, services and points of interests.

Desirable:

1. College or training in hospitality industry.
2. Certification of previous training in guest relations, liquor, wine and food service.
3. Previous luxury guest service training.
4. Fluent in a secondary language.
5. Valid driver's license.
6. Good driving record.

Skills:
Essential:

1. Ability to enforce hotel's standards, policies and procedures with Bell/Valet staff.
2. Ability to input and access data in computer.
3. Ability to focus attention on guest needs, remaining calm and courteous.
4. Ability to promote positive relations with all individuals who approach the Front Desk and by telephone
5. Ability to think clearly, quickly, maintain concentration and make concise decisions.
6. Ability to prioritize, organize and follow up.
7. Ability to focus attention on details.
8. Ability to maintain confidentiality of all guest information and pertinent hotel information.
9. Ability to ensure security of guest room access.
10. Ability to work well under pressure of coordinating guest requests at any given time.
11. Ability to perform job functions with minimal supervision.
12. Ability to exert physical effort in assisting with amenities or transporting items.
13. Ability to work cohesively with other departments and co-workers as part of a team.

Physical Requirements:

1. Ability to remain stationary at assigned post for extended periods of time.
2. Ability to work overnight hours between 11pm and 7am.
3. Continuous movement throughout the hotel front office areas.
4. Ability to use hands to handle, control, or feel objects, tools, or controls.
5. Able to grasp, lift and/or carry, push, pull, or otherwise, move goods weighing a maximum of 30 lbs. on a continuous schedule.