Guest Service Agent - SpringHill Suites Times Square

M&R Hotel Management; New York (NY); On-site; USD 10,000 - 60,000; Full time

Job description

Guest Service Agent

SUMMARY:

To assist guests efficiently, courteously, and professionally in all Guest Service related functions and to maintain high standards of service and hospitality.

RESPONSIBILITIES:

1. Provide the highest quality of service to the customer at all times. Promptly and effectively deal with guest complaints and requests.
2. Check guests in and out efficiently and in a friendly manner.
3. Post guest charges, compute guest bill, collect payment, and make change following all cash handling procedures as required by M&R Hospitality Management.
4. Handle guest mail and messages per established procedures. Be knowledgeable of Rewards program and promotions.
5. Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies.
6. Take reservation requests efficiently.
7. Answer switchboard calls in accordance with proper telephone etiquette standards.
8. Block rooms and handle special requests.
9. Monitor room availability.
10. Handle safe deposits by guests per established procedures.
11. Keep lobby, back office, and desk area clean and presentable.
12. Have a thorough knowledge of emergency and security procedures.
13. Offer and properly handle wake-up call requests.
14. Know how to clean guest rooms to standards.
15. Open and close shifts; make cash drops.
16. Ensure all credit cards, cash, and change funds are balanced throughout each shift.
17. Inform management of any guest or system-related complaints or problems.
18. Communicate with incoming staff and management by logging pertinent information in the pass-on log.
19. Keep maintenance informed of all maintenance needs.
20. Pass on guest lost and found inquiries to management or supervisors.
21. Assist in marketing efforts by completing the Company Tracking nightly.
22. Must wear proper uniform at all times in accordance with the Standards of Appearance. Have a thorough knowledge of emergency procedures.
23. Practice safety standards at all times.
24. Be able to move luggage or packages weighing up to 40 lbs.
25. Follow the rules as outlined in the M&R Employee Handbook.
26. Perform other duties as assigned by management, of which employee is capable.