SUMMARY: The Guest Services Lead/Administrative Support is tasked with overseeing shifts and ensuring exceptional guest services, including registration and check-out, managing PMS operations, and handling mail and message services. The role also involves assisting guests and visitors with information about the hotel, its facilities, and local restaurants and attractions. Additionally, this position provides administrative support to various department leaders as needed.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, with additional tasks as assigned:
- Serve as the guest services shift leader during your assigned duty times
- Cultivate a positive work environment with enthusiasm and set an example by delivering exceptional customer service.
- Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel in accordance with established standards using the hotel's reservations system Recommend alternative dates during sold-out periods.
- Process cancellations, revisions and information updates on changes within the reservations system.
- Conduct pre-assignment of hotel rooms, which include VIPS, repeat guests, all packages, and any special requests.
- Monitor room availability throughout the day.
- Review all arriving/departing Guest Profiles; research pertinent information/preferences by building authentic rapport with all guests, recognizing repeat business.
- Check in and out hotel guests in a confident, professional and friendly manner.
- Promote room upgrades, when possible, to enhance the hotel's average room rate, and apply yield management strategies to achieve maximum occupancy.
- Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information.
- Respond to inquiries and/or facilitate arrangements for dining, entertainment, sports events, recreation, tours, health and beauty services, childcare, transportation, religious services, cultural activities, shopping, floral services, and other amenities. Provide information and/or directions to hotel facilities, meeting rooms, or events taking place within the hotel.
- Address guest complaints effectively and implement suitable service recovery actions in line with established guidelines to ensure complete guest satisfaction. Relay any unresolved guest requests or issues to management for further attention or follow-up.
- Complete all items on the appropriate (AM, PM, Third Shift) checklist by the end of shift.
- Work alongside all Guest Services Agents to ensure the accurate completion of shift checklists.
- Follow established key control policy.
- Maintain a professional appearance at all times, including proper uniform and personal hygiene.
- Ensure proper credit policies are followed and verify credit limit report.
- Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
- Submit all lost & found articles accompanied by a completed lost & found report.
- Take responsibility for the front office area to ensure it is clean, well-organized, and equipped with all materials needed for a successful shift. Collaborate with your supervisor to develop organizational systems.
- Knowledgeable of fire and emergency procedures.
- Attend meetings as needed.
- Contact with other departments such as Sales, Housekeeping, Bell Staff, and Valet is crucial to ensure that hotel services are coordinated to guarantee guest satisfaction.
- Performs administrative duties for GM, Sales, Human Resources, Outlets and Banquets and Catering as required.
- Performs all other duties as assigned.
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position is a hybrid position and will be 3 days in the guest services role and 2 days in the administrative role.
EDUCATION and/or EXPERIENCE:
High school diploma or general education degree (GED); and six months to one-year related experience and/or training.
LANGUAGE SKILLS:
Ability to read, analyze, and interpret procedure manuals. Ability to effectively present information and respond to questions from guests.
REASONING ABILITY:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
OTHER SKILLS and ABILITIES:
Ability to operate the Property Management System. Must always be accountable for balancing the daily shift bank, maintaining organization, and demonstrating quality service.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand, walk, and talk, or hear. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to stand, walk, and reach with hands and arms.
The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include the ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
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