Guest Service Associate-Night Auditor

3 weeks ago

Laplace, United States Q Hotels Management Full time
Job DescriptionJob Description

Essential Functions:
All areas

  • Be Familiar with the City, as to provide driving & walking directions.
  • Be fully acquainted with the different points of interest
  • Ensure that the public areas (lobby, front drive, etc.) are maintained, clean and tidy by cooperating with Housekeeping Department.
  • Accept other special duties as required by management.
  • Interact with all other departments to ensure that guest's needs are satisfied.
  • Follow-up with guests, after other hotel departments complete tasks, to ensure that all the problems were resolved.
  • Speak with guests in a friendly, warm, and genuine manner that makes them feel welcome to the hotel.
  • To proactively work to seek out ways in which to improve the hotel experience for our guests.
  • Ensure the crispness & neatness of your appearance. Uniform, nametag & shoes shined.
  • Adhere to proper loading of Bell cart to distribute weight evenly.
  • Understand and enforce hotel policy on loading and unloading boxes at the Front Entrance.
  • Understand who may use the bell carts and for what purposes.
  • Understand how to properly push and pull a bell cart safely
  • Understand the use of the time clock and the importance of "clocking in & out" for any un-work-related activity.
  • Understand responsibilities with regard to reporting burnt out light bulbs and spills.
  • Understand the bridging concept with the front desk for clues to guest status.
  • Use the expression, "Welcome to the (insert hotel name)" with every arriving guest.
  • Understand the responsibilities with regard to two-way radio use.
  • Refer all guests to hotel offered operations first. (hotel restaurant and/or lounge)
  • Controls the traffic flow in and out of the Lobby.
  • Notifies the Front Desk and Guest Services of VIP arrivals whenever possible.
  • Ensure that all personal interaction with other employees, takes place in a "non guest" area.
  • Fosse experience preferred but not required.

Interior

  • Assist in arranging for restaurant Reservations and limousines as required by our guests.
  • Ensure the delivery of newspapers, faxes, parcels, mail, special deliveries, etc. to guest rooms.
  • Follow up on Any Guest requests i.e.; extra pillow, toothpaste, extra towels ETC, throughout your shift.
  • Handling of special requests- i.e. flowers, rental cars, forwarding luggage, airline tickets, etc.
  • Arranging sightseeing tours, advising of different quality local shopping areas, and giving various directions as necessary.
  • Understand how to enter an elevator.
  • Understand when to enter an elevator and when to wait for next elevator.
  • Understand what to say when in the elevator.
  • Understand how to call floors.
  • Understand the significance of the Franchise Guest Travel Program.
  • Understand the Express Check in process and responsibilities.
  • Understand that the 'floor' must be covered 100% of the time & the importance of informing Management of your whereabouts at all times.

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