Guest Experience Agent

2 months ago

Smyrna, Georgia, United States Holiday Inn Express Atlanta Galleria-Ballpark Area Full time
Summary of Position

Provide excellent service to guests throughout their stay. Make reservations, check guests in/out, answer all incoming calls, respond to any guests' requests, and solve issues quickly. Share information about hotel amenities and make recommendations about surrounding area.

RequirementsHas a minimum one (1) years of customer facing experience.
Effective verbal and written communication skills in English.
Willing to work weekends and holidays based on business needs.
General ResponsibilitiesStay guest focused and nurture an excellent guest experience.
Answer telephone, make reservations, check guests in, check guests out.
Act as hotel concierge for guests.
Act as communication hub for hotel and guest liaison with other departments.
Knowledge of the local area to provide recommendations to guests.
Understand and follow all safety procedures.
Understand and follow all Guest Services operating procedures.
Specific ResponsibilitiesDemonstrate a high level of integrity, take ownership of personal actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to Operating Procedures.
Provide exceptional customer service to all guests.
Be proficient in all Front Office equipment such as Property Management System, Key Machine, Credit Card Terminal, and Point of Sale System
Understand and follow Guest Services accounting procedures for folio charges, payments, cash handling, adjustments, tax exempt and house accounts.
Understand and follow hotel's Guest Services operating procedures for safety, security, and operating procedures.
Be proficient in Franchise loyalty program to be able to promote, explain and acknowledge members status.
Use appropriate greeting and etiquette when answering telephone.
Review, acknowledge and accommodate guests' requests where applicable and available.
Process new reservations, edits and cancelations within company policies and franchise guidelines
Check guests in and out per company policies and procedures.
Inform guests of hotel amenities and policies at check in
Follow and enforce key control policy for guests and associates.
Handle guest requests, concerns, or complaints professionally and in a timely matter.
Provide concierge services including proving driving or walking directions as well as recommend local preferred restaurants for dinning.
Communicate with management daily on current available rates.
Monitor hotel inventory of guest rooms and communicate with appropriate departments and management regarding out of order rooms, room discrepancies or negative balances.
Follow additional operating and accounting procedures for group arrivals.
Maintain appropriate inventories of supplies throughout shift for efficient service.
Maintain a proper clean and sanitized workspace.
Maintain a proper clean and sanitized guest space.
Place maintenance work orders and repairs into electronic maintenance system
Maintain and review daily shift log for Guest Services and hotel departments.
Maintain courteous and professional communication with other hotel departments, keep all appropriate departments updated with necessary information.
Preform property walk(s) to ensure the security and safety all guests.
Inform management of any unique situations, or unusual developments.
Perform other duties as needed and requested by management.
Optimum Attributes:Willing to take responsibility and accountability for the team.
Strong attention to detail & ability to multitask.
Epitomize professionalism.
Determined and motivated to meet and exceed expectations.
Reliable, responsible, and dependable
Highly developed verbal and written communication skills
Motivating team player
Active & attentive listener
Open with praise; discreet with criticism.
Emphatic and tolerant
Consistent and influential
Rational, prudent, and practical
Performance Standards:Internal performance reviews
Guest feedback
Source: Hospitality Online

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