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Guest Service Agents

RMS Companies

Hartford, CT

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JOB DETAILS
SKILLS
Check Processing, Computer Systems, Credit Cards, Credit Processing, Data Quality, Emergency Procedures, Hospitality and Tourism, Housekeeping/Cleaning, Policy Development, Problem Solving Skills, Promotional Programs, Quality Metrics, Restaurant, Team Player, Telephone Skills, Time Management, Two Way Radio
LOCATION
Hartford, CT
POSTED
Today
ROLE RESPONSIBILITIES:
  • Responsible for the prompt, efficient, and courteous check in and check out of guests.
  • Ensure efficient communication with team members, vendors, and guests.
  • Maintain a welcoming attitude and respond to all service questions andrequests.
  • Responsible for safeguarding both the hotel's guests and its assets by following all established in the hotel's policies and procedures.
  • Responsible for collecting payment for services rendered during a guest stay, and for meeting many other guests' needs during their stay.
  • Responsible for following company policies and procedures, maintaining confidentiality, protecting company assets, and upholding quality standards.
  • Ensuring your uniform, personal appearance, and communications are professional.
  • Accountable for processing check-ins and check-outs in a friendly, efficient, and courteous manner.
  • Creates reservations and processes special requests.
  • Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
  • Works as a team player in meeting guests' needs.
  • Provides gracious and efficient telephone services.
  • Responds to incoming calls and emails promptly and knowledgeably ensuring accurate information.
  • Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner such as, but not limited to:
  • Meeting Space Checklist
  • Rooftop Checklist (When in season)
  • EOS
  • Siena Restaurant Log (If the email gets sent within their shift)
  • Guest complaint log (If any)
  • Prepares for daily arrivals and creates room keys for incoming guests.
  • Accepts and provides wake up calls for guests.
  • Collaborates effectively with other service departments to effectively manage guest services.
  • Listen, apologize with empathy, and direct the complaint to the proper supervisor when resolving guest problems.
  • Processes customer credit at check-in/out in accordance with hotel policy
  • Communicate and answer inquiries from guests regarding booking, hotel/local amenities, restaurants, transportation, entertainment, etc.
  • Determine a guest's reservation status and identify how long the guest will stay.
  • Help guests' complete registration cards, and then assign rooms, accommodating guest's special requests whenever possible.
  • Verify the guest's method of payment and follows established credit-checking procedures.
  • Follow all cash handling and credit card authorization policies.
  • Be aware of all rates, packages, and special promotions.
  • Be familiar with BEO/GEO reports and all in-house groups and meetings.
  • Make sure the meeting room is set up and broken down accordingly.
  • Be aware of closed out and restricted dates.
  • Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
  • Have knowledge of emergency procedures and aid as needed.
  • Always use proper two-way radio etiquette when communicating with other employees.
  • Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
  • Be able to complete a front desk reports and housekeeping reports such as, but not limited to:
    1. Unbalanced Folios - Daily
    2. Exceeded Credit Limit - Daily
    3. Siena Restaurant Room Charge Log - Daily
    4. Guest Complaint Log - When needed.
  • Balance and prepare individual paperwork for closing of shift according to hotel standards.
ROLE REQUIREMENTS
  • Maintain market promotions and guest programs.
  • Maintain a clean work area.
  • Assist guests with safe deposit boxes and requests.
  • Communicate with Maintenance and Management when something is out of order and properly create Maintenance slip request in a timely manner.
  • Ability to work 7am - 3pm and 3pm - 11pm shifts, weekends are required

About the Company

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