Guest Service Agent - Park Lodge Hotel Group (Waltham, MA)

Job Description

Job DescriptionDescription:

Title: Guest Service Agent

Objective of Position:

Provide all hotel guests with courteous and efficient service to maximize guest satisfaction and ensure their return.

Areas of Responsibility:

• Be fully trained and equipped to handle all front desk services including guest arrival, departure, reservations, monetary transactions and information/directions for the local area.
• Establish immediate positive contact when the guest approaches the desk.
• Acknowledge guests immediately using verbal and non-verbal communication.
• Be friendly and enthusiastic while displaying professional body language and appropriate eye contact.
• Answer guest inquiries with enthusiasm to promote hotel services, in-house facilities, and local establishments.
• Adhere to brand service standards in all guest interactions.
• Review all reservations, identify special requests, and pre-assign rooms to ensure guest satisfaction.
• Acquire working knowledge of rates and special rate categories in order to properly answer guest inquiries. Ensure proper charges and maximize room revenue.
• Properly balance cash and credit cards in order to submit a balanced shift closing to Night Audit.
• Maintain cash bank (at exactly the amount issued to you) and properly record daily cash transactions and paid outs.
• Perform bucket checks and review daily reports for issues and errors.
• Monitor guest accounts and gain additional approval/credit when needed.
• Adhere to all established credit card security and inventory control policies to minimize loss of revenue.
• Promote loyalty programs (IHG Rewards/Marriott BonVoy), understand and deliver tiered benefits. Solicit non-members to join loyalty programs.
• Properly handle guest mail, packages, and messages.
• Follow hotel procedures when issuing guest keys, both new and duplicates.
• Issue safety deposit boxes to guests following standard operating procedure.
• Work closely with Housekeeping to communicate information regarding New Parties, Departures, Stay Over Reservations, Late Check Outs, Pet Rooms, VIPs, and special requests. Update clean rooms in the system when alerted by Housekeeping.
• Clear all discrepant rooms (each shift). File all reports at end of shift.
• Properly utilize Quore to effectively communicate pertinent information to all shifts and departments.
• Monitor GXP and Mobile Dashboard and take action as needed (CY only).
• Become familiar with the Waltham area, i.e. businesses, restaurants, parks, fitness facilities, other hotels, and points of interest.
• Attend meetings to obtain new information on front office operations / policies / procedures, etc., and promote team spirit among fellow associates.
• Keep immediate supervisor/MOD fully informed of all problems or unusual matters of significance so that prompt, corrective action can be taken when appropriate.
• Respond effectively to guest complaints/issues: listen attentively, give a sincere apology; use empathy; act quickly to resolve the issue; notify engineering, housekeeping, or MOD if needed; offer compensation when necessary.
• Have a thorough knowledge of emergency procedures, radio procedures and guest/ associate incident procedures.
• Act as a lobby ambassador by assisting with any activities in the surrounding areas when needed (Bistro/Patio – CY only, The Market, Business Center)
• Perform other duties as requested.

Title: Front Desk Supervisor

Objective of Position:

Provide all hotel guests with courteous and efficient service to maximize guest satisfaction and ensure their return. Ensure all Guest Service Agents have the training, skills, and tools needed to serve our guests with confidence.

Areas of Responsibility:

• Fulfill all duties and responsibilities of a Guest Service Agent (see GSA Job Description).
• Work closely with DGS & GSM to “team” manage the Front Office Operation. In the absence of DGS & GSM, Supervisors should handle any inquiries or duties assigned by the Night Operations Manager or Operations Support Manager.
• Assist DGS & GSM in directing and coordinating the Front Desk Operations to ensure the highest standards of guest service.
• Ensure that all GSAs provide efficient, friendly, and thoughtful service.
• Review shift checklists on a regular basis to ensure GSAs are correctly following procedures and completing all tasks.
• Train new GSAs and follow up with Training Checklists to ensure completion.
• Review Group Checklists daily to ensure GSAs are processing them correctly and continuously monitoring checklists throughout the entire length of stay. Ensure accurate billing for group accounts.
• Work closely with Front Office staff to find ways to improve service.
• Lead by example for GSAs in guest interactions and when handling guest issues (i.e. LEARN model, Guest Recovery, etc.).
• Ensure brand standards for the arrival experience and guest requests are consistently delivered by GSAs.
• Ensure rewards members are recognized and receive arrival gifts. Ensure non-members are being solicited to join loyalty programs (IHG rewards/Marriott BonVoy).
• Inventory all Front Office supplies at each property on a weekly basis. Communicate to appropriate person when ordering is needed.
• Identify, update, and train Front Desk staff on all local information.
• Act in the capacity of Manager on Duty when one is unavailable.
• Attend and participate in Front Office Operations department meetings.
• Perform other duties as requested.

Requirements:

Title: Guest Service Agent

Requirements:

• Previous customer service experience is preferred.
• Ability to move, lift carry, push, pull or place objects weighing less than 25 pounds without assistance. heavier lifting or movement tasks with assistance.
• Ability to stand, sit, or walk for an extended period of time.
• Must possess a friendly and professional demeanor.
• Must be able to convey information and ideas clearly.
• Must maintain composure and objectivity under pressure.
• Must be able to prioritize and multitask.
• Must possess the ability to operate independently with a high-degree of self-motivation.

Title: Front Desk Supervisor

Requirements:

• Previous Front Desk experience is required.
• Ability to move, lift carry, push, pull or place objects weighing less than 25 pounds without assistance. heavier lifting or movement tasks with assistance.
• Ability to stand, sit, or walk for an extended period of time.
• Must possess a friendly and professional demeanor.
• Must be able to convey information and ideas clearly
• Must maintain composure and objectivity under pressure
• Must be able to prioritize and multitask.
• Must possess the ability to operate independently with a high-degree of self-motivation.