Guest Services Agent - Front Desk

Description
Responsible for providing quality guest service as it pertains to checking in/out of hotel guests; to include mail/message service; taking hotel reservations; and concierge services in a gracious and professional manner. Demands accuracy with daily accounting procedures. As such the Guest Services Agents assume a pivotal role in each and every logistical operation relating directly and indirectly to overall guest satisfaction and the ultimate success of the Hotel. Must maintain a reflective demeanor, at all times, of the highest standards of professionalism. A consistently positive attitude, knowledge of all facets of the operation and attention to detail are traits, which are required to have.
Essential Duties And Responsibilities

• Carry Radio on you at all times, with Hotel Ear Piece
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Enter guest requests and complete orders on Hotsos
• Room availability status for any given day.
• Maintain complete knowledge at all times of:
• Ability to utilize the property management system
• Call back and follow up with guest on any requests that come through the front desk to ensure that they are satisfied.
• Communicate service and amenities of the hotel to guests.
• Hotel history and neighborhood knowledge
• Daily house count and expected arrivals/departures.
• Complete all items as listed on shift checklists.
• Initiate call back after check-in to ensure guest is satisfied with accommodations as well as offer any assistance.
• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift.
• To be mindful of the importance of personal hygiene and grooming.
• Flexibility to carry out job responsibilities of other positions within the front office, such as PBX operator, bell person, and door person, upon request by the manager.
• Any additional duties as directed by management.
• Provide Concierge service - fluent knowledge of property and local restaurants, special events, city attractions, and guest amenities when necessary.
• Meet with departing Front Desk Host to review business status, log-book and follow-up items.
• Knowledgeable of property’s fire and emergency procedures.
• Accept and record wake-up call requests.
• Must maintain honesty and integrity
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity deliver) immediately, and follow-up with relative departments after completion.
• Take, record and relay messages accurately, completely and legibly. All guest issues should be communicated to a manager, and immediately logged.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Adhere to the property’s Health and Safety guidelines.
• Cover Night Audit, when needed.
• Ability to work under pressure and in a fast-paced environment.
• Input, update and maintain guest profile and history, which includes but not limited to guest preferences and alerts.
• Must maintain standards of 5-star service
• All room types, numbers, layout, décor, appointments and location.
• Always treat guests with courtesy and respect in a variety of situations.
• Review arrivals noting special requests and blocking rooms as necessary for VIP’s and group arrivals.
• Advise guest of any messages, mail, faxes, etc. received for them and hand them to the guest if they come directly to the front desk.
• All hotel features/services, hours of operation.
• Ensure proper credit card procedures are followed based on PCI compliance guidelines.
• Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Offer detailed information on the voice mail system to callers and guests wishing to leave messages.
• Enroll Guests into World of Hyatt / Enroll Guests into Genting rewards during check-in process
• All room rates, special packages and promotions.
• Check-in, checkout and produce player’s club cards for hotel guests in a confident, professional, and friendly manner.
• Schedule daily group activities.
• Book future reservations upon Guest Request
• Provide guest welcome amenity at check in

Job Requirements:
Behavioral standards that all team members will be held accountable to:

• Demonstrates a working knowledge of our marketplace; actively and collaboratively assists in building the best practices necessary for the company’s success.
• Ability to adapt under stress, flexible
• Ability to accurately compute and manipulate mathematical calculations.
• Ability to function in a noisy, hectic, and crowded environment
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Previous hotel experience.
• Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers and management to their understanding.
• Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.
• Punctuality and regular and reliable attendance.
• Good communication skills
• Interpersonal skills and the ability to work well with co-workers and the public.
• Ability to handle numerous duties simultaneously
• Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once.
• Oral and written proficiency in the English language.
• Puts guest at forefront of all decisions
• Maintain up to date property knowledge.
• High school graduate.
• Demonstrates consistent regard and dedication to guests, vendors, colleagues and the company by being engaged, interested and productive.
• Ability to work flexible schedule (AM, PM, Overnight, Weekends & Holidays)
• Guest service oriented

Essential Physical Abilities

• Ability to stand, walk and/or sit and continuously perform essential job functions.
• Ability to perform tasks requiring bending, stooping, kneeling, and walking significant distances on property.
• Sufficient manual dexterity in one hand to be able to load and unload luggage.
• Ability to grasp, push or pull heavy loads, and lift and/or carry or otherwise move packages, boxes and luggage weighing up to 75 lbs. continuously throughout shift.
• Endure various physical movements throughout the work areas, such as removing guest luggage to/from all types of vehicles and guest rooms.

Work/Educational Experience

• Must be at least 18 years old, possess a high school or equivalent diploma and have the ability to obtain the appropriate license pursuant to the New York State Lottery regulations
• Prior experience in guest services preferred

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
This position is at a location where Hyatt is not the employer. The employer of individuals working at this hotel may be a third-party management company that is responsible for all employment benefits and obligations at this location.