Guest Experience Expert (Receptionist)

POSITION SUMMARY

Process all guest check-ins by confirming reservations assigning room and issuing and activating room key. Process all payment types such as room charges cash checks debit or credit. Process all check-outs including resolving any late and disputed charges. Answer record and process all guest calls messages requests questions or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals departures) identify any special requests and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Cash guests personal checks and travelers checks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

Follow all company safety and security policies and procedures; report accidents injuries and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Stand sit or walk for an extended period of time. Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g. evacuations medical emergencies natural disasters).
• Maintain awareness of undesirable persons on property premises.
• Report work related accidents or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean safe and secure environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Ensure uniform nametags and personal appearance are clean hygienic professional and in compliance with company policies and procedures.
• Protect company tools equipment machines or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
• Address guests service needs in a professional positive and timely manner.
• Engage guests in conversation regarding their stay property services and area attractions/offerings.
• Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response LEAP MYSTIQUE) to resolve issues delight and build trust.
• Thank guests with genuine appreciation and provide a fond farewell.
• Assist other employees to ensure proper coverage and prompt guest service.
• Anticipate guests service needs including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Provide assistance to individuals with disabilities including assisting visually hearing or physically-impaired individuals within guidelines (e.g. escorting them when requested using words to explain actions writing directions on paper moving objects out of the way or offering access to Braille or TDD phones).

Communication

• Speak to guests and co-workers using clear appropriate and professional language.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in ones voice using the callers name transferring calls to appropriate person/department requesting permission before placing the caller on hold taking and relaying messages and allowing the caller to end the call.
• Discuss work topics activities or problems with coworkers supervisors or managers discreetly and quietly avoiding public areas of the property.
• Provide assistance to coworkers ensuring they understand their tasks.
• Talk with and listen to other employees to effectively exchange information.
• Exchange information with other employees using electronic devices (e.g. pagers and two-way radios email).

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Handle sensitive issues with employees and/or guests with tact respect diplomacy and confidentiality.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Stand sit or walk for an extended period of time or for an entire work shift.
• Enter and locate work-related information using computers and/or point of sale systems.
• Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance.

Check-in/Check-out

• Process all guest check-ins by confirming reservations in computer system (e.g. Fidelio PMS FOSSE OPERA) verifying guest identity requesting form of payment assigning room and issuing room key in accordance with property policies and procedures.
• Secure valid form of payment (e.g. credit card cash) prior to issuing room key.
• Set up accurate accounts for each guest upon check-in according to their requirements (i.e. sharewiths separate room/tax/incidentals comp).
• Activate room keys using electronic key machine (e.g. Saflok) and reissue new room keys to guests as necessary (e.g. lost key) by verifying guest identity and using electronic key machine.
• Assign room according to guest request and preferences whenever possible.
• Verify and adjust billing for guests.
• Process all check-outs including express check-outs resolving any late and disputed charges settling account retrieving room key and requesting comments on guests stay.
• Advise guest of any messages (e.g. voicemail mail faxes) received for them and send to room if required.
• Accommodate requests for room changes when possible.
• File guest paperwork or documentation.
• Pre-register designated guests and prepare key packets.
• Ensure rates match market codes and that any exceptions are documented and include an explanation.
• Sell a room/accommodation to guests without reservations based on availability.
• Communicate to appropriate staff that there are guests that are waiting for an available room.
• Review requests for late check-outs and approve according to occupancy.

• Keep track of changes in room status (e.g. early check-out late check-out room transfer unexpected stay over) for Housekeeping.
• Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
• Obtain and verify proper tax-exempt information for tax-exempt guests.

Reservations/Blocking Rooms

• Confirm reservations and cancellations.

Communications

• Instruct guests on how to access the internet (e.g. dial-up broadband wireless).

Reports/Recordkeeping

• Run daily reports (number of arrivals departures) identify any special requests and check reports for accuracy.
• Complete designated cashier and closing reports in the computer system.
• Run credit card authorization report and check for discrepancies.
• Review shift logs/daily memo books and document pertinent information in logbooks.
• Print contingency lists to have a record of all guests in case of emergency.

Greet/Escort Guests

• Supply guests/residents with directions and information regarding property amenities services and hours of operation and local areas of interest and activities.

Guest Services

• Contact appropriate individual or department (e.g. Bellperson Front Desk Housekeeping Engineering Security/Loss Prevention) as necessary to resolve guest call request or problem.
• Receive record and relay messages accurately completely and legibly.
• Answer record and process all guest calls requests questions or concerns.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Accept and record wake-up call requests and deliver to appropriate department.

VIP/Concierge Services

• Respond to special requests from guests/residents with unique needs.

Parking

• Communicate parking procedures to guests/visitors.
• Dispatch bell staff or valet staff as needed.

Cash Handling

• Process all payment types such as room charges cash checks debit or credit.
• Process adjustment vouchers paid-outs correction vouchers and miscellaneous charges.
• Count bank at end of shift and secure bank.
• Balance and drop receipts according to Accounting specifications.
• Provide change to guests.
• Obtain manual authorizations and follow all Accounting procedures when computer system is down.
• Cash guests personal checks and travelers checks.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.