Sheraton
Job title: Guest Service Agent
Reports to: Front Office Manager
Job purpose
To consistently and professionally perform all front desk duties in accordance with hotel and brand standards.
Responsibilities • Report to work on time and in proper uniform adhering at all times to company grooming standards. • Maintain complete knowledge of correct maintenance and use of equipment. • Anticipate guests' needs, respond promptly and acknowledge all guests regardless of business volume. • Maintain positive guest relations at all times. • Resolve guest complaints, ensuring guest satisfaction. • Monitor and maintain cleanliness, sanitation and organization of front desk work area. • Demonstrate complete knowledge at all times of:
A. Hotel features/services and hours of operation.
B. Room types, numbers, layout, décor and locations.
C. Room rates, special packages and promotions.
D. Daily house count and expected arrivals/departures.
E. Room availability for any given day.
F. Scheduled in-house group activities, locations and times.
G. Hotel and departmental policies and procedures. • Answer incoming calls within 3 rings using correct greeting and telephone etiquette. • Review par levels for supplies during shift and replenish as needed. • Make guest reservations when applicable. • Consistently update front desk communication/guest service log. • Enter all maintenance requests into Hotel Service Pro as requested. • Maintain a professional voice and demeanor when communicating over the hotel radio. • Assist front office management team with reviewing the following reports:
A. Credit limit
B. Reservations made yesterday
C. Rate check / Rate variance
D. Housekeeping status reports • Run "emergency reports" as per the company requirements. • Must be proficient with all "emergency" procedures. • Perform necessary functions for setting up the next shift. • Perform accurate and efficient bucket checks. • Assist the sales department with group key packets, welcome letters, etc. • Ensure that wake up calls are set up accurately and in a timely manner. • Assist guests with reports of lost/stolen articles, following hotel policy. • Adhere to hotel policies and procedures for guest/team member accidents or injuries and emergency's. • Conduct guest "welcome" call according to brand standards. • Ensure security of guest room access. • Enter sales rooming lists if requested. • Assist front office management team in researching disputed charges as requested. • Be proficient in procedures for the proper handling of sold out nights and walking guests to another property. • Maintain current list of available locations for walk situations. • Anticipate low occupancy periods and coordinate blocking of rooms with Housekeeping Management. • Review the arrivals report for accuracy. Check printed registration cards against information on the arrivals report, rectify and deficiencies as needed. • Ensure that all VIPs are pre-registered according to standards. • Work closely with housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report any guest concerns. • Enter all guest maintenance issues into Hotel Service Pro. Follow up to make sure that issues have been resolved by maintenance staff in a timely manner. • Print special requests report and block rooms according to specifications. • Balance room types throughout day. • Print credit check report and review status of each account. Follow up on accounts beyond approved credit limit. • Review resumes for arriving groups, prep for check-in/preregistration. • Coordinate delivery time of amenities with food and beverage to ensure timely delivery. • Review requests for late check-outs and obtain proper approval from management. Communicate information to housekeeping department. • Check for any special shuttle service requests. • Print report for room discrepancies, rectify with housekeeping management and update PMS system accordingly. • Ensure that all shift checklists are completed. • Communicate all pertinent information to the next shift, especially as it pertains to "follow up" items. • Maintain confidentiality of guest information and hotel data.
Guest Relations • Is proactive and demonstrates a sense of urgency when dealing with guest concerns. • Is readily available and approachable to all guests. • Interact with guests on a frequent basis to obtain feedback about their experience. • Anticipate the needs of large groups or high profile guests in order to deliver flawless service. • Be visible at the front desk during shift. Never leave the front desk unattended.
Team Interaction • Encourage and build mutual respect and cooperation among team members. • Communicate effectively with all property team members. • Respond in a timely manner to all members of the Management Team. • Be professional and courteous towards team members at all times.
Company/Brand Policies & Procedures • Ensure that all brand standards are adhered to and that the brand culture is promoted within the department. • Adhere to safety policies and procedures to ensure a safe working environment for all team members.
Qualifications • High School diploma or equivalent. • Must have at least 1 year guest service experience in similar size property. • Ability to perform job functions with attention to detail, speed and accuracy. • Ability to prioritize and organize. • Clear thinker, remaining calm and resolving issues using good, sound judgement. • Ability to follow directions thoroughly. • Ability to stand for long periods of time. • Able to professionally handle guest complaints. • Able to work effectively and efficiently with all departments. • Willing to work flexible hours to include weekends, holidays and late nights. • Maintain a professional appearance at all times. • Able to multitask and work in a fast paced environment. • MUST have a passion for providing "excellent" customer service experience.
*And any other job function deemed appropriate by management* Benefits
Health insurance Dental insurance Vision insurance Paid time off
Reports to: Front Office Manager
Job purpose
To consistently and professionally perform all front desk duties in accordance with hotel and brand standards.
Responsibilities • Report to work on time and in proper uniform adhering at all times to company grooming standards. • Maintain complete knowledge of correct maintenance and use of equipment. • Anticipate guests' needs, respond promptly and acknowledge all guests regardless of business volume. • Maintain positive guest relations at all times. • Resolve guest complaints, ensuring guest satisfaction. • Monitor and maintain cleanliness, sanitation and organization of front desk work area. • Demonstrate complete knowledge at all times of:
A. Hotel features/services and hours of operation.
B. Room types, numbers, layout, décor and locations.
C. Room rates, special packages and promotions.
D. Daily house count and expected arrivals/departures.
E. Room availability for any given day.
F. Scheduled in-house group activities, locations and times.
G. Hotel and departmental policies and procedures. • Answer incoming calls within 3 rings using correct greeting and telephone etiquette. • Review par levels for supplies during shift and replenish as needed. • Make guest reservations when applicable. • Consistently update front desk communication/guest service log. • Enter all maintenance requests into Hotel Service Pro as requested. • Maintain a professional voice and demeanor when communicating over the hotel radio. • Assist front office management team with reviewing the following reports:
A. Credit limit
B. Reservations made yesterday
C. Rate check / Rate variance
D. Housekeeping status reports • Run "emergency reports" as per the company requirements. • Must be proficient with all "emergency" procedures. • Perform necessary functions for setting up the next shift. • Perform accurate and efficient bucket checks. • Assist the sales department with group key packets, welcome letters, etc. • Ensure that wake up calls are set up accurately and in a timely manner. • Assist guests with reports of lost/stolen articles, following hotel policy. • Adhere to hotel policies and procedures for guest/team member accidents or injuries and emergency's. • Conduct guest "welcome" call according to brand standards. • Ensure security of guest room access. • Enter sales rooming lists if requested. • Assist front office management team in researching disputed charges as requested. • Be proficient in procedures for the proper handling of sold out nights and walking guests to another property. • Maintain current list of available locations for walk situations. • Anticipate low occupancy periods and coordinate blocking of rooms with Housekeeping Management. • Review the arrivals report for accuracy. Check printed registration cards against information on the arrivals report, rectify and deficiencies as needed. • Ensure that all VIPs are pre-registered according to standards. • Work closely with housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report any guest concerns. • Enter all guest maintenance issues into Hotel Service Pro. Follow up to make sure that issues have been resolved by maintenance staff in a timely manner. • Print special requests report and block rooms according to specifications. • Balance room types throughout day. • Print credit check report and review status of each account. Follow up on accounts beyond approved credit limit. • Review resumes for arriving groups, prep for check-in/preregistration. • Coordinate delivery time of amenities with food and beverage to ensure timely delivery. • Review requests for late check-outs and obtain proper approval from management. Communicate information to housekeeping department. • Check for any special shuttle service requests. • Print report for room discrepancies, rectify with housekeeping management and update PMS system accordingly. • Ensure that all shift checklists are completed. • Communicate all pertinent information to the next shift, especially as it pertains to "follow up" items. • Maintain confidentiality of guest information and hotel data.
Guest Relations • Is proactive and demonstrates a sense of urgency when dealing with guest concerns. • Is readily available and approachable to all guests. • Interact with guests on a frequent basis to obtain feedback about their experience. • Anticipate the needs of large groups or high profile guests in order to deliver flawless service. • Be visible at the front desk during shift. Never leave the front desk unattended.
Team Interaction • Encourage and build mutual respect and cooperation among team members. • Communicate effectively with all property team members. • Respond in a timely manner to all members of the Management Team. • Be professional and courteous towards team members at all times.
Company/Brand Policies & Procedures • Ensure that all brand standards are adhered to and that the brand culture is promoted within the department. • Adhere to safety policies and procedures to ensure a safe working environment for all team members.
Qualifications • High School diploma or equivalent. • Must have at least 1 year guest service experience in similar size property. • Ability to perform job functions with attention to detail, speed and accuracy. • Ability to prioritize and organize. • Clear thinker, remaining calm and resolving issues using good, sound judgement. • Ability to follow directions thoroughly. • Ability to stand for long periods of time. • Able to professionally handle guest complaints. • Able to work effectively and efficiently with all departments. • Willing to work flexible hours to include weekends, holidays and late nights. • Maintain a professional appearance at all times. • Able to multitask and work in a fast paced environment. • MUST have a passion for providing "excellent" customer service experience.
*And any other job function deemed appropriate by management* Benefits
Health insurance Dental insurance Vision insurance Paid time off