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2 months ago
Job Summary
The Guest Service Agent (Overnight) is a key member of our hotel team, responsible for providing exceptional service to our guests during the overnight shift. This role requires a high level of attention to detail, excellent communication skills, and the ability to work well under pressure.
Key Responsibilities
- Guest Registration and Check-Out: Register and check-out hotel guests in a confident, professional, and friendly manner.
- Phone Operations: Answer all phone calls promptly and knowledgeably, ensuring complete and accurate information.
- Mail and Message Service: Handle mail and message service for hotel guests.
- Room Assignments: Conduct pre-assignment of hotel rooms, including VIPs, repeat guests, packages, and special requests.
- Key Control: Follow established key control policy.
- Credit Policies: Ensure proper credit policies are followed.
- Lost and Found: Submit all lost and found articles accompanied by a completed lost and found report.
- Emergency Procedures: Familiarize yourself with all fire and emergency procedures.
- Cash Handling: Open, secure, and balance out daily shift bank, including counting and verifying cash, check, and credit card transactions.
- Room Availability: Monitor room availability throughout the shift.
- Selling Status: Review daily the selling status of the hotel using yield management system.
- Department Meetings: Attend department meeting once a month.
- Communication: Communicate effectively with other departments via telephone and/or radio.
Requirements
- Previous Experience: Previous experience in a Front Desk or customer-facing role is helpful.
- Education: High school diploma or general education degree (GED) required.
- Knowledge: Knowledgeable of immediate area, services, attractions, and events.
- Schedule: Flexible schedule, able to work overnights, weekends, and holidays.
- Pressure Management: Work well under pressure, taking care of many arrivals and departures within a short period of time.
- Hotel Systems: Familiar with hotel systems and operations, and the ability to enter information accurately is helpful.
Kimpton Hotels & Restaurants is an Equal Opportunity Employer