RWSHR - Guest Relations Agent

2 months ago

Menlo Park, United States Rosewood Hotel Group Full time
Essential Duties and Responsibilities
  • Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors. Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
  • Ensure that standards are maintained at a superior level on a daily basis.
  • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
  • Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times.
  • Resolve guest complaints, ensuring guest satisfaction.
  • Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
  • 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 / VIP's.
  • Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
  • Meet with Supervisor to review daily assignments and priorities.
  • Access all functions of computer system. Set up work station with necessary supplies.
  • Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
  • Promote positive guest relations to all individuals approaching the Front Desk.
  • Process all guest check-ins. Confirm reservation in system and review all noted information. For guests without a reservation, sell a room type agreed upon. Register guest in the computer. Verify reservation information with the guest (departure date, room type). Obtain back-up information for guest credit/payment method and input into system; collect cash when designated. Assign guest room. Advise guest of any messages, mail, faxes, etc. received for them. Communicate services and amenities of the hotel to guests. Obtain proper identification for tax exempt guests and attach form to registration card.
  • Assist with escorting guest and arranging/ transporting 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 (i.e., sharewiths, separate room/tax/incidentals, comp).
  • Accommodate room changes.
  • Document all guest requests, complaints or problems. Take, record and relay messages accurately, completely and legibly.
  • Accept and record wake-up call requests. Issue safe deposit boxes to guests and ensure security of keys. Distribute all guest and department mail. Monitor, send and distribute guest faxes. Document and confirm reservations and cancellations.
  • Block rooms in computer and follow through on designated requirements.
  • Pre-register designated guests and prepare key packets.
  • Communicate pertinent guest information to designated departments/personnel (i.e., 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. Resolve any late charges.
  • Present folio to guest and resolve any disputed charges. Settle guest accounts.
  • Inquire with guests for comments on their stay.
  • Process express check-outs. Handle requests for late check-outs. Conduct group check-ins/outs.
  • Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
  • 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, Run closing reports, Count and secure bank, Complete designated cashier reports, Balance receipts, Drop receipts.
  • Document pertinent information in the log book/ Software system /Front Desk Checklist.
  • All other duties as required.
General Skills. Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest's service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills. Ability to input and access information in the property management system/computers.

Language. Required to speak, read and write English, with fluency in other languages preferred.

Physical Requirements. Must be able to exert physical effort in transporting 30 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

Qualifications
  • High school diploma.
  • Licenses & Certifications: None required. CPR/ first aid certification a strong plus.
Experience
  • Prefer 1 year previous experience as a Guest Relations Agent or equivalent customer service role
  • Prefer experience in a luxury hotel environment or with a luxury brand


Rosewood Sand Hill provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Pay

The pay scale for this position is between $23.56 and $26.97/hour. This is the pay range for this position that the Hotel reasonably expects to pay.

Decisions regarding individual rates will be based on a number of factors, such as experience, type of hotel luxury experience and/or Fine Dining Restaurant Experience.

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