Verified Job
Jobs
Guest Service Associate
Jobs
#300089
Full Time
Job Description
Purpose:
To create
100% guest satisfaction by providing efficient and effective front desk
service. To perform duties to maximise
the business outcomes of the hotel.
CONSTITUENTS
§ Guests
§ Employees
INDICATORS OF SUCCESS
§ Achieving
Rev Par Goals.
§ Customer
Satisfaction and Loyalty Goals (Medallia Score, Comment Cards, Annual Quality
Review).
AREAS OF RESPONSIBILITY
Provides
guests with assistance at the front desk during the check-in and check-out
processes and throughout their stay:
§ Greets guests
and processes hotel registration.
§ Develop good
open communication and rapport with all guests.
Recognise return guests and ensure all guests expectations are met and
exceeded at all times.
§ Ensure all
guest account details are correct and accurate.
§ Keeps
current on hotel accommodations, services and area attractions.
§ Responds to
customer inquiries for information.
§ Arranges for
services requested by the guest by working with other departments as
appropriate.
§ Stays
current with developments in the hotel by reviewing and updating the
communication log.
Maximises
revenue and cash flow by promoting hotel services and adhering to credit and
inventory control processes:
§ Offers
guests updates to rooms and promotes hotel amenities, food and beverage outlets
and services.
§ Makes
reservations in accordance with hotel's yield management practices.
§ Processes
customer credit at check-in in accordance with hotel policy.
§ Identifies
and records special billing instruction and notifies Accounting.
§ Follows
hotel policy on cash banks – at all times adheres to credit limits and
procedures as set down by the Financial Controller.
§ Obtains
appropriate approvals and signatures.
Other
responsibilities include:
§ Liaising
with housekeeping to ensure information is passed on for room requests and
special requests.
§ Balances
daily cash, transaction postings and credit card remittance at the end of each
shift ensuring all information is accurate and without discrepancy.
§ Accepts
responsibility for accurately maintaining cash float.
§ Use the
Brand technique for answering the telephone.
§ Ensure work
area is keep neat and tidy.
§ Keeps
abreast with the hotel's daily banquets, functions and activities.
§ Attends
Front Office communication meetings to maintain solid teamwork and a sharing of
goals.
§ Maintains
policies and procedures to ensure the lowest level of loss is maintained.
§ Adheres to
rate restriction periods.
§ Attends any
training programs as directed or requested.
§ Accurately
processes maintenance requests.
§ Keeps
Executive Assistant Manager informed of all problems or unusual matters of
significance.
Creates 100%
guest satisfaction by providing the Yes I Can experience through performance
that demonstrates the standards of, genuine hospitality and exceeding guest
expectations
§ Gives
personal attention, takes personal responsibility and uses teamwork when
providing guest service
§ Listens,
apologizes with empathy, finds a solution and follows through when resolving
guest problems
§ Provides Yes
I Can genuine hospitality and teamwork on an ongoing basis
§ Assumes the
responsibility to notice when the guest is not satisfied and uses their best
judgment as to when it is appropriate to use the 100% Guest Satisfaction
§ Performs
other duties required to provide the service brand behavior and genuine
hospitality
Adhere to
Brand policies and procedures
§ At all times
keeps a favourable image of the Brand.
§ Comply with
the personal presentation, grooming and hygiene standards.
§ Actively
support and promote Workplace Health and Safety within the work environment.
§ Perform any
other reasonable duties as directed by your Department head, the General
Manager or his/her designate.
§ Maintain
hotel and guest security and confidentiality at all times and reports any
relevant information to a supervisor or manager.
REQUIREMENTS
§ One-year
front office experience is preferred
§ High school
diploma required
§ Strong
computer systems skills
§ Excellent
communication skills
§ Able to
collaborate effectively with other hotel employees and managers
§ Strong
Microsoft Office suite and reporting system skills
§ Ability to
work a flexible schedule
I have read and understand the Job
Description as outlined above
To create
100% guest satisfaction by providing efficient and effective front desk
service. To perform duties to maximise
the business outcomes of the hotel.
CONSTITUENTS
§ Guests
§ Employees
INDICATORS OF SUCCESS
§ Achieving
Rev Par Goals.
§ Customer
Satisfaction and Loyalty Goals (Medallia Score, Comment Cards, Annual Quality
Review).
AREAS OF RESPONSIBILITY
Provides
guests with assistance at the front desk during the check-in and check-out
processes and throughout their stay:
§ Greets guests
and processes hotel registration.
§ Develop good
open communication and rapport with all guests.
Recognise return guests and ensure all guests expectations are met and
exceeded at all times.
§ Ensure all
guest account details are correct and accurate.
§ Keeps
current on hotel accommodations, services and area attractions.
§ Responds to
customer inquiries for information.
§ Arranges for
services requested by the guest by working with other departments as
appropriate.
§ Stays
current with developments in the hotel by reviewing and updating the
communication log.
Maximises
revenue and cash flow by promoting hotel services and adhering to credit and
inventory control processes:
§ Offers
guests updates to rooms and promotes hotel amenities, food and beverage outlets
and services.
§ Makes
reservations in accordance with hotel's yield management practices.
§ Processes
customer credit at check-in in accordance with hotel policy.
§ Identifies
and records special billing instruction and notifies Accounting.
§ Follows
hotel policy on cash banks – at all times adheres to credit limits and
procedures as set down by the Financial Controller.
§ Obtains
appropriate approvals and signatures.
Other
responsibilities include:
§ Liaising
with housekeeping to ensure information is passed on for room requests and
special requests.
§ Balances
daily cash, transaction postings and credit card remittance at the end of each
shift ensuring all information is accurate and without discrepancy.
§ Accepts
responsibility for accurately maintaining cash float.
§ Use the
Brand technique for answering the telephone.
§ Ensure work
area is keep neat and tidy.
§ Keeps
abreast with the hotel's daily banquets, functions and activities.
§ Attends
Front Office communication meetings to maintain solid teamwork and a sharing of
goals.
§ Maintains
policies and procedures to ensure the lowest level of loss is maintained.
§ Adheres to
rate restriction periods.
§ Attends any
training programs as directed or requested.
§ Accurately
processes maintenance requests.
§ Keeps
Executive Assistant Manager informed of all problems or unusual matters of
significance.
Creates 100%
guest satisfaction by providing the Yes I Can experience through performance
that demonstrates the standards of, genuine hospitality and exceeding guest
expectations
§ Gives
personal attention, takes personal responsibility and uses teamwork when
providing guest service
§ Listens,
apologizes with empathy, finds a solution and follows through when resolving
guest problems
§ Provides Yes
I Can genuine hospitality and teamwork on an ongoing basis
§ Assumes the
responsibility to notice when the guest is not satisfied and uses their best
judgment as to when it is appropriate to use the 100% Guest Satisfaction
§ Performs
other duties required to provide the service brand behavior and genuine
hospitality
Adhere to
Brand policies and procedures
§ At all times
keeps a favourable image of the Brand.
§ Comply with
the personal presentation, grooming and hygiene standards.
§ Actively
support and promote Workplace Health and Safety within the work environment.
§ Perform any
other reasonable duties as directed by your Department head, the General
Manager or his/her designate.
§ Maintain
hotel and guest security and confidentiality at all times and reports any
relevant information to a supervisor or manager.
REQUIREMENTS
§ One-year
front office experience is preferred
§ High school
diploma required
§ Strong
computer systems skills
§ Excellent
communication skills
§ Able to
collaborate effectively with other hotel employees and managers
§ Strong
Microsoft Office suite and reporting system skills
§ Ability to
work a flexible schedule
I have read and understand the Job
Description as outlined above
