Guest Service Agent

Resorts World NYC; Hempfield Township (Westmoreland County); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading hotel and entertainment venue in Hempfield Township is looking for a Front Desk Host to provide excellent guest service with a focus on 5-star standards. Responsibilities include check-in/check-out, handling guest requests, and following up for satisfaction. Candidates should have strong communication skills and attention to detail. Experience in guest services is preferred. A flexible schedule is required, including weekends and holidays.

Qualifications

• Must be at least 18 years old and possess a high school or equivalent diploma.
• Ability to lift and carry packages weighing up to 75 lbs.
• Prior experience in guest services preferred.

Responsibilities

• Treat guests with courtesy and respect.
• Maintain standards of 5-star service.
• Check-in and checkout for hotel guests.
• Provide telephone service related to general PBX services.
• Enroll guests into rewards programs.

Skills

Ability to communicate in English

Attention to detail

Ability to solve practical problems

Interpersonal skills

Guest service oriented

Ability to handle multiple tasks

Punctuality and reliability

Education

High School Diploma

Job description

Resorts World New York
110-00 Rockaway Boulevard
Jamaica, NY 11420, USA

• Always treat guests with courtesy and respect in a variety of situations.
• Must maintain standards of 5-star service
• Must maintain honesty and integrity
• To be mindful of the importance of personal hygiene and grooming.
• Adhere to the property’s Health and Safety guidelines.
• Ability to work under pressure and in a fast-paced environment.
• Check-in, checkout and produce player’s club cards for hotel guests in a confident, professional, and friendly manner.
• Initiate call back after check-in to ensure guest is satisfied with accommodations as well as offer any assistance.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Call back and follow up with guest on any requests that come through the front desk to ensure that they are satisfied.
• Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Review arrivals noting special requests and blocking rooms as necessary for VIP’s and group arrivals.
• Complete all items as listed on shift checklists.
• Enroll Guests into World of Hyatt / Enroll Guests into Genting rewards during check-in process
• Provide guest welcome amenity at check in
• Book future reservations upon Guest Request
• Carry Radio on you at all times, with Hotel Ear Piece
• Ensure proper credit card procedures are followed based on PCI compliance guidelines.
• Enter guest requests and complete orders on Hotsos
• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift.
• Maintain complete knowledge at all times of:
• All hotel features/services, hours of operation.
• Hotel history and neighborhood knowledge
• All room rates, special packages and promotions.
• Daily house count and expected arrivals/departures.
• Room availability status for any given day.
• Schedule daily group activities.
• Advise guest of any messages, mail, faxes, etc. received for them and hand them to the guest if they come directly to the front desk.
• Communicate service and amenities of the hotel to guests.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Input, update and maintain guest profile and history, which includes but not limited to guest preferences and alerts.
• Flexibility to carry out job responsibilities of other positions within the front office, such as PBX operator, bell person, and door person, upon request by the manager.
• Take, record and relay messages accurately, completely and legibly. All guest issues should be communicated to a manager, and immediately logged.
• Offer detailed information on the voice mail system to callers and guests wishing to leave messages.
• Accept and record wake-up call requests.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity deliver) immediately, and follow-up with relative departments after completion.
• Meet with departing Front Desk Host to review business status, log-book and follow-up items.
• Provide Concierge service - fluent knowledge of property and local restaurants, special events, city attractions, and guest amenities when necessary.
• Knowledgeable of property’s fire and emergency procedures.
• Any additional duties as directed by management.
• Ability to utilize the property management system
• Cover Night Audit, when needed.

Job Requirements:

Behavioral standards that all team members will be held accountable to:

• Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers and management to their understanding.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Ability to accurately compute and manipulate mathematical calculations.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.
• Demonstrates consistent regard and dedication to guests, vendors, colleagues and the company by being engaged, interested and productive.
• Demonstrates a working knowledge of our marketplace; actively and collaboratively assists in building the best practices necessary for the company’s success.
• Puts guest at forefront of all decisions
• Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once.
• Ability to work flexible schedule (AM, PM, Overnight, Weekends & Holidays)
• High school graduate.
• Punctuality and regular and reliable attendance.
• Interpersonal skills and the ability to work well with co-workers and the public.
• Guest service oriented
• Ability to function in a noisy, hectic, and crowded environment
• Ability to handle numerous duties simultaneously
• Ability to adapt under stress, flexible
• Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission
• Oral and written proficiency in the English language.
• Maintain up to date property knowledge.

Essential Physical Abilities

Endure various physical movements throughout the work areas, such as removing guest luggage to/from all types of vehicles and guest rooms.

• Ability to grasp, push or pull heavy loads, and lift and/or carry or otherwise move packages, boxes and luggage weighing up to 75 lbs. continuously throughout shift.
• Ability to stand, walk and/or sit and continuously perform essential job functions.
• Sufficient manual dexterity in one hand to be able to load and unload luggage.
• Ability to perform tasks requiring bending, stooping, kneeling, and walking significant distances on property.

Work/Educational Experience

• Must be at least 18 years old, possess a high school or equivalent diploma and have the ability to obtain the appropriate license pursuant to the New York State Lottery regulations
• Prior experience in guest services preferred

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.