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Hospitality Service Representative

2 months ago

New York, New York, United States Orchard Street Hotel Management, LLC Full time
Position Overview

Orchard Street Hotel Management, LLC

Role: Guest Service Agent/Concierge

Department: Front Office

Reports To: Director of Front Office

Position Summary

The Guest Service Agent/Concierge plays a crucial role in providing exceptional service to guests during their stay. This position involves managing the check-in and check-out processes, processing guest transactions, maintaining a cash drawer, and addressing guest inquiries. The agent is dedicated to ensuring a seamless and pleasant experience for all visitors.

Key Responsibilities

Successful candidates will be expected to fulfill the following duties effectively. Additional tasks may be assigned as necessary:

  1. Execute the registration process in line with Orchard Street's standards: warmly welcome guests, verify stay duration and room type, gather contact details and payment, and provide essential hotel information before guiding guests to their accommodations.
  2. Conclude guest accounts during check-out in accordance with Orchard Street's procedures: greet guests, confirm and collect payments, and solicit feedback about their stay. Update guest profiles to enhance future service.
  3. Provide a friendly and approachable demeanor to guests, whether in person or over the phone. Respond promptly to all guest requests, offer accurate information regarding hotel amenities and services, and deliver basic concierge assistance.
  4. Manage cash transactions, ensure accurate change, and balance an assigned cash drawer. Accept and document various payment forms, and perform basic arithmetic functions as needed. Post charges to guest accounts using the property management system.
  5. Collaborate with various departments to guarantee optimal service for guests. This may involve coordinating with Housekeeping for room status updates, Engineering for maintenance issues, Sales for inquiries, and Reservations for booking modifications.
  6. Address guest complaints by conducting thorough investigations to identify effective solutions. Maintain composure and provide assistance during high-pressure situations.
  7. Perform a variety of roles including guest service agent, reservations agent, concierge, and telephone operator, ensuring guest satisfaction and service recovery.
  8. Offer information about local attractions, directions, shopping, nightlife, and recreational activities.
  9. Maintain a network of contacts and service providers in the area to meet guests' needs.

Additional Duties

In addition to the primary responsibilities, the candidate is expected to undertake the following tasks:

  1. Follow up on unresolved operational and guest-related issues.
  2. Monitor guest feedback and make necessary adjustments.
  3. Inspect lobby and entrance areas for cleanliness and maintenance, reporting any deficiencies.
  4. Develop and maintain service relationships to meet the needs of guests and employees.
  5. Provide various business services such as package shipping and printing assistance.
  6. Receive and track guest deliveries.

Qualifications

To succeed in this role, candidates must meet the following qualifications:

  1. Effective communication skills in verbal and written English with guests and colleagues.
  2. Strong organizational skills with the ability to prioritize tasks.
  3. Excellent time management abilities.
  4. Comprehensive knowledge of hotel services and operational hours.
  5. Proficiency in Microsoft Office applications.
  6. Ability to perform basic mathematical calculations.
  7. A flexible schedule, including availability on weekends and holidays.

Education and Experience

Candidates should possess a high school diploma or equivalent, with any combination of experience that provides the necessary knowledge and skills. A bachelor's degree is preferred, along with prior experience in a hospitality setting.

Cognitive and Physical Requirements

Candidates must demonstrate the following cognitive abilities:

  1. Understanding of guest service needs and requests.
  2. Ability to acknowledge and respond to guest inquiries politely.
  3. Clear communication skills in verbal and written English (additional languages are a plus).
  4. Logical thinking to follow written and oral instructions.
  5. Problem-solving skills for guest and operational issues.
  6. Basic mathematical computation abilities.

Work Environment

The work environment typically involves an office atmosphere with standard room temperatures and lighting. Reasonable accommodations may be made for individuals with disabilities.

  1. Ability to sit, walk, and stand for extended periods.
  2. Capability to lift and carry weights of up to 25 lbs.
  3. Physical agility to bend, squat, crawl, and reach.
  4. Manual dexterity for grasping and fine manipulation tasks.

We are committed to fostering a diverse and inclusive workplace.