Assistant Guest Services Manager

SUMMARY OF ESSENTIAL JOB FUNCTIONS:

• Maintain a neat and professional appearance in accordance with property standards.

• Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.

• Register and orient arriving guests according to property standards.

• Be knowledgeable about the property its programs amenities and experiences.

• Have a working knowledge of properties phone and other communication systems. Answer telephone calls with a pleasant demeanor according to property etiquette listening carefully to callers requests and clearly taking dating distributing or filing notes as needed.

• Be knowledgeable of your role in the properties reservations process.

• Serve as concierge sharing knowledge of the area surrounding your property suggesting activities and recreation dining options and assisting with ground transportation and local driving directions.

• Continually build rapport with property guests. Engage guests in conversation at the desk and when you encounter them around the property. Actively listen to and respond positively to guest questions concerns and requests. Anticipate guest service needs. Proactively approach guests needing service or assistance.

• Manage and resolve all guest complaints (and compliments) in a professional and courteous manner maintaining composure under pressure allowing guests to speak first and then providing solutions to their issues or concerns. Follow through to ensure guest satisfaction with the resolution. Know who to call upon if you cannot solve a guests problem.

• Work with colleagues to ensure that guests needs are continually met. Maintain an efficient and effective flow of information with guests and all internal departments. Record any special guest needs reported making notes for future visits according to property specifications.

• Maintain accurate guest accounts and folios house banks deposits petty cash and cash drawers according to property specifications. Understand cash reporting requirements.

• Be fully knowledgeable about how to post to and maintain guest folios according to property specifications. Must have computer skills sufficient to meet property system needs which may include Microsoft Word Xcel database operations point of sale and property management systems.

• Process guest checkouts and collect and process payments with efficiency. Be able to explain everything on a guest folio and be able to make corrections as needed.

• Thank guests with genuine appreciation and bid them a fond farewell at departure.

• Be responsible for security of any room or supply closet keys as well as for respecting the confidential nature of some front desk correspondence transactions and activities.

• Be knowledgeable of property specific safety and security procedures.

• Deliver messages faxes packages to guests in a timely manner.

• Perform light housekeeping duties to ensure that the appearance of front desk and lobby areas is according to property specifications.

• Label all lost and found items according to property procedures.

• Know who to notify in case of broken equipment or unsafe/unsanitary conditions.

• Manually handle/lift/carry product up to 50 pounds between knee and shoulders.

• Must have bilateral fine manipulation of both hands which may be repetitive for entire shift.

• May be vertically mobile for entire shift.

• Protect the assets of this property and Migis Hotel Group.