Guest Services Agent

3 weeks ago

Miami Beach, Florida, United States Hampton Inn Miami Beach Full time
Job Title: Guest Services Agent

At Hampton Inn Miami Beach, we are seeking a highly skilled Guest Services Agent to join our team. As a Guest Services Agent, you will be responsible for providing exceptional customer service to our guests, ensuring their stay with us is memorable and enjoyable.

Key Responsibilities:
  • Provide attentive and courteous service to all guests during check-in, throughout their stay, and at checkout.
  • Maximize room revenue and occupancy by effectively managing front desk operations.
  • Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
  • Ensure logging and delivery of packages, mail, and messages to guests and meeting rooms.
  • Review front office log and trace file daily.
  • Follow all cash handling and credit policies.
  • Be aware of all rates, packages, and special promotions.
  • Be familiar with all in-house groups.
  • Be aware of closed-out and restricted dates.
  • Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
  • Be familiar with hospitality terminology.
  • Have knowledge of emergency procedures and assist as needed.
  • Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
  • Use proper two-way radio etiquette at all times when communicating with other employees.
  • Fully comprehend and be able to operate all relevant aspects of the front desk computer system.
  • Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
  • Be able to complete a bucket check, room rate verification report, and housekeeping report.
  • Balance and prepare individual paperwork for closing of shift according to hotel standards.
  • Maintain and market promotions and guest programs.
  • Maintain a clean work area.
  • Assist guests with safe deposit boxes.
Requirements:
  • College coursework in a related field is helpful.
  • Experience in a hotel or a related field is preferred.
  • High school diploma or equivalent is required.
  • Computer experience is required.
  • Customer service experience is preferred.
  • Flexible and long hours are sometimes required.
  • Light work - exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
  • Ability to stand during entire shift.
  • Maintain a warm and friendly demeanor at all times.
  • Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
  • Attend all hotel required meetings and trainings.
  • Maintain regular attendance in compliance with Hampton Inn Miami Beach standards, as required by scheduling, which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
  • Comply with Hampton Inn Miami Beach standards and regulations to encourage safe and efficient hotel operations.
  • Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
  • Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
  • Must be able to cross-train in other hotel-related areas.
  • Must be able to maintain confidentiality of information.
  • Must be able to show initiative, including anticipating guest or operational needs.
  • Perform other duties as requested by management.

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