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Guest Services Agent

2 months ago

Sausalito, United States HRI DEVELOPMENT Full time

Casa Madrona is looking for Guest Service Agents to join their team Located in beautiful Sausalito, this property is nestled in among the hills. Career growth and collaboration are a part of team life at Casa Madrona.

JOB SUMMARY:

Check-in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry.

JOB DUTIES;

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
• Maintain complete knowledge and comply with all hotel and departmental policies and procedures
• 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 on items
• Access all functions of the computer system according to established procedures and standards
• Set up work station with necessary supplies; maintain cleanliness throughout shift
• Answer the department telephone within three rings, using correct greeting and telephone etiquette
• Promote positive guest relations to all individuals approaching the Front Desk
• Accommodate all requests for information in a congenial manner
• Process all guest check-ins according to established hotel requirements
• Confirm reservation in the system and review all noted information
• For guests without a reservation, sell a room type as agreed upon
• Register guests on the computer and generate a registration card
• Verify registration card information with guest, obtain backup information for guest credit or payment method and input into the system; collect cash when designated
• Assign guest rooms
• Advise guests of any messages, mail, faxes, etc. received for them
• Inform guest of the room safe and mini-bar key and room key procedures
• Issue parking passes validate valet parking tickets and enter information in the computer
• Communicate services and amenities included in packages to guests on packages
• Obtain proper identification for tax-exempt guests and attach the form to the registration card
• Obtain guest signature for designated paperwork
• Obtain Bell Person to escort guests and transport their luggage to the room
• Maintain guest history files on all guests
• 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 (sharing, separate room, tax, incidentals)
• File registration cards and vouchers in bucket by room number
• Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests
• Accommodate room changes expediently
• Handle guest complaints according to the six step procedures, ensuring guest satisfaction
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction
• Take, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals
• Offer detailed information on the voice mail system to callers and guests wishing to leave message
• Accept and record wakeup call requests; deliver to PBX
• Issue safe deposit boxes to guests and ensure the security of keys
• Distribute all guest and department mail
• Monitor, send and distribute guest faxes
• Document and confirm reservations and cancellations
• Block rooms in the computer and follow through on designated requirements
• Pre-register designated guests and prepare key packets
• Communicate pertinent guest information to designated departments/personnel (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 according to established hotel requirements
• Resolve any late charges
• Present folio to guest and resolve any disputed charges
• Settle guest accounts following Accounting procedures
• Retrieve guest room key from guests
• Request guest comments on their stay
• Process express check outs throughout the shift
• Handle requests for late check outs according to established hotel procedures
• Conduct group check ins and outs according to established hotel procedures
• Assist all departments and 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
• Settle room accounts
• Run closing reports
• Count bank at end of shift
• Complete designated cashier reports
• Balance receipts
• Drop receipts
• Secure bank
• Legibly document pertinent information in the log book

MINIMUM REQUIREMENTS:
• High school graduate or equivalent
• Previous experience in customer service.
• Must be able to compute accurate mathematical calculations
• Must be able to clearly communicate in English with guests, visitors, management and coworkers to their

understanding, both in person and by telephone.
• Must be able to provide legible communication and directions
• Some college or training in the hospitality industry.
• Ability to input and access data in computer.
• Ability to understand guest inquiries and provide responses.
• Ability to promote positive relations with all individuals who approach the Front Desk
• Ability to focus on guests' needs, remaining calm and courteous
• Ability to think clearly, and quickly to make concise decisions
• Ability to prioritize, organize and follow up
• Ability to work well under pressure of constant frequent arrivals and departures
• Ability to focus attention on details
• Ability to maintain the confidentiality of all guests and hotel information
• Ability to ensure the security of guest room access
• Ability to remain stationary at assigned post for extended periods of time
• Ability to work cohesively with other departments and coworkers as part of a team

Employees must fulfill their performance standards for this position and comply with company policies, rules, and procedures of the hotel, including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees. The job description is intended to describe the general nature and work responsibilities of the position. This job description and duties of this position are subject to change, modification and addition as deemed necessary by the hotel. Employees are required to comply with supervisory instructions and perform other job duties, responsibilities, and assignments requested by supervisors, managers or other hotel/company officials.

HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements.