Guest Experience Agent

Guest Experience Agent 4.0 4.0 out of 5 stars

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OUR DREAM MAKER CULTURE

© We are committed to invest in our people to develop a happy and prosperous future. We support you every step of the way in your career journey and offer benefits and unique learning and development opportunities that include: Competitive Wages

• Medical, Dental, Vision Insurance
• Life Insurance
• 401K Program
• Paid Holidays and Vacation
• Outstanding Recognition and Awards Program
• Effective Training Programs
• Tuition Reimbursement
• Complimentary Parking and Meals in Dedicated Employee Restaurant
• Preferred Pricing on Food and Beverage, Spa Treatments and Retail Purchases
• Management Programs to Progress on Your Career Journey
• Health and Wellness Fairs

JOB OVERVIEW

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.

REPORTS TO

Front Office Manager/Assistant Front Office Manager .

WORK ENVIRONMENT

Front Desk and Back Office Areas, Guest Rooms and all Public Areas.

KEY RELATIONSHIPS

Internal:

Staff in Front Desk area, Bell/Door, Transportation, PBX Staff, Concierge, Reservations, Hotel Assistant Managers, Sales & Catering, Housekeeping, Restaurants, Accounting, Engineering, and Security.

External:

Hotel guests/visitors, Tour company representatives, Limousine service personnel, other hotels.

QUALIFICATIONS

Essential:

High school graduate or equivalent vocational training certificate. Computer basic arithmetic. Fluency in English both verbally and non-verbally. Provide legible communication and directions.

Ability to:

perform job functions with attention to detail, speed and accuracy. prioritize and organize. be a clear thinker, remaining calm and resolving problems using good judgment. follow directions thoroughly. understand guest's service needs. work cohesively with co-workers as part of a team. work with minimal supervision. maintain confidentiality of guest information and pertinent hotel data. Ability to input and access information in the property management system/computers/point of sales system.

Desirable:

Some college or training in Hospitality Industry. Previous experience as Front Desk Agent. Previous cashiering experience. Fluency in a foreign language, preferably Spanish/Russian/Portuguese. Ability to suggestively sell. Certification in CPR. Previous guest relations training.

PHYSICAL ABILITIES

Essential:

1. Frequent standing and walking throughout shift. 2. Endure various physical movements throughout the work areas. 3. Reach overhead and extension up to 30 inches complete tasks at different levels. 4. Remain in stationary position for up to 8 hours throughout work shift. 5. Satisfactorily communicate with guests, management and co-workers to their understanding. Load and unload luggage from point of origin to destination. Lift, transfer and store heavy objects up to 60 pounds Occasional kneeling, pushing, pulling and lifting Occasional ascending or descending ladders, stairs and ramps

ESSENTIAL JOB FUNCTIONS

Maintain complete knowledge of and comply with all departmental policies/service procedures/standards. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Maintain positive guest relations at all times. Resolve guest complaints, ensuring guest satisfaction. Monitor and maintain cleanliness, sanitation and organization of assigned work areas. Maintain complete knowledge at all times of: all hotel features/services, hours of operation. all room types, numbers, layout, decor, 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. Print Emergency Reports Print Credit Limit Exceeded & Trace Reports Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times. Meet with Supervisor to review daily assignments and priorities. Meet with departing Front Desk Agent to review business status and follow up items. Access all functions of computer system. Set up work station with necessary supplies. Monitor and ensure that all cashiering procedures comply with Accounting policies and standards: Ensure that the trace report is printed. Forward or close traces accordingly. Answer department telephone within 3 rings, using correct greeting and telephone etiquette. Promote positive guest relations to all individuals approaching the Front Desk. Process all guest check-ins in accordance with SOP and Credit Establishment procedures; Highlight any Cash Paying guests and call MOD/GRM for all

SAME DAY ARRIVALS

Confirm reservation in system and review all noted information: Room Type; Dates of Stay; Upgrade if applicable at time keys are being issued. For guests without a reservation, sell a room type agreed upon•

CALL MOD/GRM

for all

SAME DAY

ARRIVALS or

WALK IN BOOKINGS

Present Registration card/ arrival packet Verify registration card information with the guest: Room Type; Dates of Stay; Upgrade if applicable at time keys are being issued. Obtain VALID Passport for International Travelers or US Driver's License or US State issued ID

• Refer to D/L booklet in possession of MOD for reference for out of state DL which you may not be familiar with
• Obtain back-up information & SCAN IDs of all adults scheduled to occupy the room; create shares Swipe credit cards to authorize for guest credit/payment method and input into system; collect cash when designated.

Advise guest of any messages, mail, faxes, etc. received for them and discreetly issue. Do not read out loud Offer to escort first time guests and repeat guests During resort tour point out relevant and important facts that do not overwhelm the guests such as P&B access; Dining Options; ESPA location; Fitness Center location while traversing from Lobby to Guest floor Inside the room point out complimentary; hidden and helpful aspects such as complimentary coffee; complimentary Wi-Fi; In room safe; Hairdryer location; Lighting switches

• especially with the dimmer features; Heating/Temperature controls Communicate services and amenities of the hotel to guests.

Obtain proper identification for tax exempt guests and attach form to registration card. Direct Bell Person to deliver their luggage to the room. Maintain guest history files on all guests. Obtain guest preferences and update the profile Communicate VIP 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., sharewiths, separate room/tax/incidentals, comp). File registration cards and vouchers in bucket by room number. Accommodate room changes. If room move conducted send an email Acqualina Room Changes; alert bellmen via radio; alert In Room Dining via phone if amenity deliveries have commenced Document all guest requests, complaints or problems. Take, record and relay messages accurately, completely and legibly

• Verify Guest First and Last Name; Telephone Number & Email Address prior to concluding the interaction to ensure accuracy Contracted banks (must be counted and balanced at every shift exchange: 7am; 3pm:11pm by both the outgoing and incoming shift
• No exceptions. All Petty Cash and Paid outs are accompanied by the appropriate invoices) Shortages/overages (Must be reported to DOF; FOM and GM
• NO exceptions) Late charges (Review to ensure no "inclusions" are billed to guests) Petty cash/paid outs ($200.

00 maximum per room per day. All Petty Cash and Paid Out slips must be co-signed by the MOD) Adjustments (Every adjustment must have an explanation and be signed by MOD) Posting charges (Verify that the accurate posting code has been utilized) Making change for guests Cashing travelers checks ($200.00 maximum per room per day

• Must be co-signed in presence of team member cashing the check) Processing Foreign Exchange ($200.00 maximum per room per day) Payment methods/processing (ensure that no "inclusions' are billed to guests; ensure that appropriate credit is established and maintained; Settling accounts Closing reports
• All FD (Checklist & User Report); PBX (Checklist and Caller Logs); Bell (Bellman Logs) and Concierge staff (Checklist and User Report) are required to submit their checklists to be reviewed and signed by the MOD prior to team member departing their shift. All support documentation must be Cashier reports
• All Cash transactions and paid outs must be verified for accuracy to ensure that due backs are calculated accurately Balancing receipts (review all agent paperwork to ensure accuracy in utilization of posting codes; transfers; routing of charges) Dropping receipts(ensure that all support documentation is contained in the agent paperwork; Ensure that all receipts/charge slips are scanned prior to dropping paperwork to accounting for ease of research upon inquiry) Securing banks (must be counted and balanced at every shift exchange: 7am; 3pm; and 11pm by both the outgoing and incoming shift•No exceptions.

All Petty Cash and Paid outs are accompanied by the appropriate invoices) Offer detailed information on the voice mail system to callers and guests wishing to leave message

• To access Voicemail dial 6804 from inside the room and select 1 to delete and 2 to save messages.

If a Written Message taken in SMS offer to print the message and close in SMS to ensure the Message light on the phone is no longer illuminated Accept and record wake-up call requests; deliver to PBX. Distribute all guest and department mail. Monitor, send and distribute guest faxes. Document and confirm reservations and cancellations. Block rooms in computer and follow through on designated requirements. Pre-register designated guests and prepare key packets. Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery). Generate, print and distribute daily and weekly reports. Resolve discrepancies on the room status report with Housekeeping. Match the bucket check to in-house guest ledger report; report discrepancies to Manager. Process all check-outs. Resolve any late charges. Present folio to guest and resolve any disputed charges. Settle guest accounts. Retrieve guest room key from guest. Solicit guest comments on their stay. Process express check-outs. Handle requests for late check-outs. Conduct group check-ins/outs. Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information. File guest room keys and ensure the safe keeping of keys at the Front Desk.

Adhere to all cashiering procedures:

Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges. Make change for guests. Cash guests' personal checks/travelers checks. Post charges. Run closing reports. Count and secure bank. Complete designated cashier reports. Balance receipts. Drop receipts. Document pertinent information in the log book. Enter all pertinent quality assurance information into HOT SOS. Review status of assignments and any follow-up action with incoming MOD Complete any other duties assigned by Senior Leadership To participate in our commitment to sustainability you are to engage in eco-conscious initiatives, and lead by example, contributing to our mission of fostering a greener future as we embrace the perspective that at Acqualina, we are not just a team; we are stewards of the environment and champions of sustainability.

SECONDARY JOB FUNCTIONS

Assist PBX with switchboard duties. Assist with Reservations calls. Handle all Reservation calls after p.m.; process, record and follow up any details relative to such. Provide Concierge service when no Concierge is available. Assist in other Front Desk areas as assigned. Provide guest room tours. Legibly document maintenance needs on work orders and submit to Manager.