Position: Front Desk Agent/ Local Guide
Responsible for assisting guests with self-check in and out for their corresponding reservations and ensuring proper form of payment is being taken. Providing excellent customer service and service recovery when necessary. Local Guides will have a positive and friendly demeanor towards all, providing excellent service to hotel guests and overall representing the company in a professional manner. Local Guides will communicate with guests through the hotel operations app, text, phone, email and face to face interactions.
REPORTS TO: Guest Services Manager
QUALIFICATIONS:
Essential:
1. Possess a good command of the English language and can clearly and pleasantly communicate with guests and coworkers
2. Physically able to work 8-hour shifts on foot
3. Thorough knowledge of hotel services and facilities
4. Basic computer knowledge including Microsoft Office
5. Basic knowledge of cell phone, apps and tablets.
Desired:
1. High School Diploma or equivalent
2. Previous hospitality experience
JOB REQUIREMENTS:
Essential:
1. Must have professional image; ensuring to be always in uniform and that uniforms are clean and presentable.
2. Represents the hotel and neighborhood in a professional manner
3. Ability to always display a pleasant demeanor with both guests and fellow team members.
4. Ability to work together as a team, working to benefit the whole hotel and not just a single department. Effectively communicates all needs and information to the correct department/team member.
5. Must be flexible with scheduling and available to work weekends and holidays.
6. Must be at work on time and ready for all scheduled shifts.
7. Must demonstrate strong organizational skills and attention to detail
8. Able to work well independently with little supervision
9. Must be thorough in completing all tasks, following all SOP’s and not taking shortcuts
10. Ability to work under pressure and in a fast-paced environment
11. Keeps work area clean, organized and always presentable
12. Ability to maintain confidentiality and security of all guests and general hotel information
DAILY JOB FUNCTIONS:
1. Respond to emails within a timely manner. Relay any important information to management.
2. Provide information to guests about hotel policies, services and amenities.
3. Ensure that a valid form of payment has been taken and authorized for appropriate amount (room, tax and incidentals, incidentals only, etc.)
4. Review all arrivals for the current business day and ensure that all requests have been fulfilled.
5. Answer any phone calls, using proper verbiage in accordance with internal or external calls.
6. Ensure that all due-out reservations are checked out in the system.
Communicate any late check outs or stay extensions to Housekeeping
Supervisor.
7. Communicate with housekeeping staff to ensure all rooms are in ready status by time of check in.
8. Respond to any guest complaints with sympathy and understanding, aiming to correct the issues and let them know that we care about their stay.
9. Document any requests, concerns, and work orders using Nuvola Operations
System
10. Make sure to leave notes on the guest’s reservation so that other staff are aware of any issues or preferences.
11. Maintain a clean workspace and reorganize when necessary to avoid clutter.
12. Complete daily check lists and sign off on completed before sending to the appropriate party.
13. Record any necessary information and send pass along email to next shift and management.
NOTE:
A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job- related duties assigned by their supervisor.
Job Type: Part-time
Pay: From $21.00 per hour
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Brooklyn, NY 11231: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Hospitality: 1 year (Required)
Shift availability:
- Day Shift (Required)
- Night Shift (Required)
Work Location: In person
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