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Guest Relations Specialist

2 months ago

West Des Moines, Iowa, United States Crescent Services Full time
Position: Guest Services Agent

JOB OVERVIEW: Welcome and register guests, deliver prompt and courteous service, and finalize guest accounts upon departure to uphold Crescent Services and brand high standards of excellence.

REPORTS TO: Front Office Manager

ESSENTIAL JOB FUNCTIONS:

  1. Warmly greet customers with a friendly and genuine welcome. Utilize a positive and clear speaking voice, actively listen to requests, respond appropriately, and provide accurate information regarding outlet hours and local attractions.
  2. Complete the registration process by entering and retrieving information from a computer system, confirming essential details such as the number of guests and room rates. Promote Crescent Services and brand marketing initiatives. Make suitable room selections based on guest preferences. Code electronic keys and non-verbally confirm room numbers and rates. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as necessary.
  3. Verify and imprint credit cards for authorization using electronic acceptance methods. Manage cash transactions, provide change, and balance an assigned house bank. Accept and record vouchers, travelers checks, and other payment forms. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.
  4. Promptly answer the telephone with positive and clear communication. Input messages into the computer system. Retrieve messages and communicate their content to guests. Collect mail, small packages, and facsimiles for customers upon request.
  5. Close guest accounts at checkout and ascertain satisfaction. In cases of dissatisfaction, negotiate compromises, which may include authorizing revenue allowances.
  6. Address guest complaints, conducting thorough research to develop effective solutions and negotiate outcomes. Listen attentively and extend assistance to resolve issues such as pricing conflicts, inadequate heating or air conditioning, etc. Remain calm and alert, especially during emergencies and busy hotel periods. Plan and implement detailed steps using experienced judgment and discretion.
  7. Adhere to attendance policies and be available to work regularly.
  8. Perform any other job-related duties as assigned.
REQUIRED SKILLS AND ABILITIES:

Must possess the ability to communicate effectively in English. Self-motivated personality with a balanced demeanor. Maintain a professional appearance and conduct at all times. Ability to communicate well with guests. Willingness to assist co-workers with their responsibilities and be a team player. Considerable skill in using a calculator to perform moderately complex mathematical calculations accurately. Ability to effectively engage with internal and external customers, some of whom may require high levels of patience, tact, and diplomacy to defuse anger, gather accurate information, and resolve conflicts. Ability to stand and move throughout the front office and continuously perform essential job functions. Proficient in accessing and accurately inputting information using a moderately complex computer system. Ability to observe and detect signs of emergency situations. Ability to establish and maintain effective working relationships with associates, customers, and patrons.

PERFORMANCE STANDARDS

Customer Satisfaction:

Our customers are at the heart of our operations. One of the keys to a positive guest experience is positive interaction with Crescent Services staff. It is essential to remain professional at all times and treat all guests and associates with courtesy and respect under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day.

Work Habits:

To maintain a positive guest and associate experience, work habits should consistently meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance. Adaptability to changes in the work area and hotel procedures is crucial, along with a willingness to learn new skills and improve existing ones. The ability to solve routine problems that arise on the job and seek assistance when unsure how to proceed is important.

Safety & Security:

The safety and security of our guests and associates is of utmost importance to Crescent Services. Every associate should adhere to hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and concerns.

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate's supervisor.

Furthermore, this description is subject to change at the sole discretion of the Company and does not create an employment contract, implied or otherwise; each associate remains, at all times, an "at-will" associate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)