Reception Agent @ The Modern

Job Objective & Summary Responsible for providing quality guest service as it pertains to checking in/out of hotel guests; PBX operations to include mail/message service; taking hotel reservations; and concierge services in a gracious and professional manner. Demands accuracy with daily accounting procedures. Essential Functions Check-in and check-out hotel guests in a confident, professional, and friendly manner. Initiate call back after check-in to ensure guest is satisfied with accommodations as well as offer any assistance. Adhere to the principles of Signature Training including the "Perfect Signature Call" and the "Call Back Program". Anticipate guests'' needs, respond promptly and acknowledge all guests, however busy and at whatever time of day. 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. Review arrivals noting special requests and blocking rooms as necessary for VIP/return guests and group arrivals. Complete all items as listed on shift checklists. Ensure proper credit card procedures are followed at all times to include credit card PCI compliance and guest signature(s) on registration slip. 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. Issue guest safety deposit boxes as requested. Maintain complete knowledge at all times of: all hotel features/services, hours of operation. all room types, numbers. Layout, décor, appointments and location. all room rates, special packages and promotions. daily house count and expected arrivals/departures. room availability status for any given day. scheduled daily group activities. Advise guests of any messages, mail, faxes, etc. received for them. Communicate service and amenities of the hotel to guests. Communicate VIP arrivals to designated personnel for escort and delivery of amenities. Take, record and relay messages accurately, completely and legibly. Offer detailed information on the voice mail system to callers and guests wishing to leave messages. Accept and record wake-up call requests. Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery). Meet with departing Front Desk Agent to review business status, log-book and follow-up items. Provide Concierge service - fluent knowledge of local restaurants, special events, city attractions, and guest amenities. Knowledgeable of hotel fire and emergency procedures. Keep the front desk as well as lobby areas clean and well organized. Assist with reservations calls in a manner consistent with Signature Training. Legibly document maintenance needs on Second Effort Log and submit to Manager. Develop relationships with local service providers: bonded baby-sitters, florists, beauty shops, etc. All other miscellaneous responsibilities as assigned and deemed appropriate by management. Qualification Standards High school diploma or equivalent required. Minimum one (1) year of prior experience in a hotel required. Luxury hotel experience preferred. Prior experience in a guest relations position preferred. Prior experience with property management systems preferred. Opera desirable. Ability to effectively communicate in the English language (speak, read, write) with guests, co-workers and management to their understanding. Must have excellent attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with minimal supervision. Ability to accurately compute and manipulate mathematical calculations. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger. Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once.

Created: 2021-11-29