Essential Duties and Responsibilities
- 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 types, numbers, layout, décor, appointments and location.
- 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 comeâ¯â¯â¯ 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.
- Previous hotel experience.
- Punctuality and regular and reliable attendance.
- Interpersonal skills and the ability to work well with co-workers and the public.
- Good communication skills
- 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
Salary: $31.4800 - $35.4100