westdrift Manhattan Beach

4 weeks ago

Manhattan Beach, United States Westdrift Manhattan Beach, Autograph Collection Full time

Job Description

Answer, record, and assist all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake up calls, and connecting and directing calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. Process the food & beverage orders, answer questions and up sale techniques on menu selection and record transactions in point-of-sale system. Assist guests with accessing internet and guestroom entertainment.

Follow all company policies and procedures; ensure uniform and personal appearances are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards. Perform other reasonable job duties as requested by Supervisors. 

This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.  The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

Guest Relations 

  • Address guests' service needs in a professional, positive, and timely manner. 
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust. 
  • Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. 
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings. 
  • Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones). 
  • Answer, record, and process all guest calls, requests, questions, or concerns. 
  • Receive, record, and relay messages accurately, completely, and legibly. 
  • Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, and Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
  • Process food & beverage orders, answer questions on menu selection; record transactions in point-of-sale system, process payment and run cashier reports at end of shift. 
  • Accept and record wake-up call requests and deliver to appropriate department. 
  • Log all guest requests, incidents, and adjustments customer relationship management (CRM) system to allow for proper tracking and documentation of guest problems and solution. 
  • Mobile Communication.
  • Respond to special requests from guests/residents with unique needs. 
  • Follow up with guests to ensure their requests or problems have been met to their satisfaction.
  • Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. 
  • Identify and explain hotel features to guests (e.g., use of room key, ice and vending areas, in-room safe, hotel services).
  • Adheres to all company policies and procedures.
  • Follows safety and security procedures and rules.
  • Knows department fire prevention and emergency procedures.
  • Utilizes protective equipment.
  • Reports unsafe conditions to management.
  • Reports accidents, injuries, near-misses, property damage or loss to management.
  • Provides for a safe work environment by following all safety and security procedures and rules.
  • All team members must maintain a neat, clean and well-groomed appearance. (Specific standards outlined in team member handbook).
  • Assists other Front Desk Personnel when needed.
  • Perform any related duties as requested by management.

KNOWLEDGE, SKILLS & ABILITIES

The Hotel may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below, when applicable

  • Proficient knowledge of the English language written and verbal sufficient to understand inquiries from customers and communicate simple instructions and fully comprehend and communicate clearly all guest messages 
  • Ability to comprehend and apply written product labeling instructions to enable the safe application of products and processes within the hotel.
  • Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.  High school diploma preferred. 
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
  • Good telephone speaking and listening ability. Prior hospitality and/or communications experience preferred. 
  • Customer Service Oriented
  • Team player
  • Knowledge of all State, Federal and Corporate liquor regulations pertaining to serving alcoholic beverages to minors and intoxicated guests.
  • Preferred previous experience in Food and Beverage/order taking.
  • Preferred experience with Food & Beverage point of sales systems.
  • Ability to access and accurately input information using a moderately complex computer system.

PHYSICAL DEMANDS

  • Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other employees throughout the shift.
  • Considerable ability to listen effectively and speak English clearly on the telephone in a polite and understandable manner.
  • Move, lift, carry, push, pull and place objects weighing less than or equal to 10 pounds without assistance.
  • Occasional twisting, bending, stooping, reaching, walking.   Stand, sit or walk for an extended period of time or for an entire work shift.
  • Frequent talking, hearing, seeing and smiling.

Source: Hospitality Online

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