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Guest Service Agents

RMS Companies

  • Stamford, CT
  • 1 day ago
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    Skills

    • Check Processingunmatched
    • Computer Systemsunmatched
    • Credit Cardsunmatched
    • Credit Processingunmatched
    • Data Qualityunmatched
    • Emergency Proceduresunmatched
    • Hospitality and Tourismunmatched
    • Housekeeping/Cleaningunmatched
    • Policy Developmentunmatched
    • Problem Solving Skillsunmatched
    • Promotional Programsunmatched
    • Quality Metricsunmatched
    • Restaurantunmatched
    • Team Playerunmatched
    • Telephone Skillsunmatched
    • Time Managementunmatched
    • Two Way Radiounmatched

    Description

    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

    Numbers & Facts

    LocationStamford, CT

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