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To be the link between the guest and the hotel; to oversee the guest needs during his stay and help the guest with: reservations, special requests, room and hotel orientation, bag packing and unpacking, laundry, shoe shine, etc. To be responsible for gathering preferences and information so the guest recognition is ensured for his next visits; to be responsible for maintaining high standards of the hotel when fulfilling his/her duties; to keep a critical eye on room cleanliness and pantries and have a thorough knowledge on the functioning of room features, hotel facilities and equipment .Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements...
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To be the link between the guest and the hotel; to oversee the guest needs during his stay and help the guest with: reservations, special requests, room and hotel orientation, bag packing and unpacking, laundry, shoe shine, etc. To be responsible for gathering preferences and information so the guest recognition is ensured for his next visits; to be responsible for maintaining high standards of the hotel when fulfilling his/her duties; to keep a critical eye on room cleanliness and pantries and have a thorough knowledge on the functioning of room features, hotel facilities and equipment .
Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors. To observe guests’ personal preferences and habits and to anticipate their needs using the utmost discretion.
RESPONSIBILITIES:
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards. • Ensure that standards are maintained at a superior level on a daily basis.• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.• Resolve guest complaints, ensuring guest satisfaction, using Sense of Pride Tool.• Maintain complete knowledge at all times of: a. All hotel features/services, hours of operation. b. All room types, numbers, layout, decor, appointments and location. c. All room rates, special packages and promotions. d. Daily house count and expected arrivals/departures. e. Room availability status for any given day. f. Scheduled daily group activities / SAGs.
• Obtain assigned bank and ensure accuracy of contracted monies. Always keep bank secure. • Meet with Supervisor/Manager to review daily assignments and priorities. • Meet with departing Front Desk Agent to review business status and follow up items.• Process all guest check-ins with the compliance with CID regulations, Brand standards and LQA standards. • Confirm reservation in system and review all noted information. • For guests without a reservation, sell a room type agreed upon. • Strictly comply with the GDPR and Data privacy policy and procedures. • Ensure that guests most important data is collected and kept safely (Email address, mobile number, country of residence). • Verify reservation information with the guest (departure date, room type). • Obtain back-up information for guest credit/payment method and input into system; collect cash when designated. • Assign guest room, according to the preferences. Attempt to upsell guests to higher room categories. • Advice guest of any messages, mail, faxes, etc. received for them. • Communicate services and amenities of the hotel to guests. • Obtain proper identification for CID portal using scan. • Direct Bell Person to escort guest and transport their luggage to the room. • Maintain guest history files on all guests. • Communicate SAG arrivals to designated personnel for escort and delivery of amenities. • Set up accurate accounts for each guest checking in according to their requirements (i.e., separate room/tax/incidentals, comp). • Handle overbooked or “walked” guests.
QUALIFICATIONS: • Experience: Previous experience minimum 1 year as a Front Desk Agent, Butler. • Education: High school diploma.• Technical Skills: Ability to input and access information in the property management system/computers.
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