Front Desk Agent - Overnight
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I. Job Summary Primarily responsible for facilitating the smooth daily operation of the Front Office and Hotel. Primary focus on the guest registration process, ensuring guest satisfaction, and preparation of upcoming guests. The Guest Experience Leader is responsible for, but not limited to, contacting every guest prior to arrival, customizing and personalizing their experience as well as creating unique approaches to WOW the guest. The GEL must recommend spa treatments, salon, health and healing and fitness services. The GEL must be able to explain services and classes to guests in a clear and enthusiastic manner. In Addition to scheduling on property services and dinning, the GEL will act as the guests personal concierge to ensure that any outside entertainment, dining and activities are facilitated for their convenience. The GEL will check-in and check-out all hotel guests in an efficient, friendly, and personalized manner. II. Essential Duties and Responsibilities Monitors entire Front of House Guest Experience Operations including: Performs guest check ins and check outs. Resolves guest concerns relating to service and payment. Resolves guest problems or complaints according to Carillon guest problem resolution policy. Monitors all arrivals reservations on a daily basis to check for errors as well as assign rooms. Checks room status with Housekeeping for all rooms in Queue. Checks with Facilities to ascertain that the assigned rooms are prepared for the daily arrivals. Reviews guest open folios on a daily basis with the Finance Department. Monitors daily work flow and addresses/resolves problems as they arise. Leads pre-shift meetings and addresses any performance issues with Bellmen, PBX and Drivers. Immediately resolves problem situations and conducts thorough analysis after the fact to determine if problem was a result of failure to follow established procedures or if a new procedure needs to be developed and implemented. Other Duties and Responsibilities Reports and documents any observed or known safety hazards, conditions or unsafe practices and procedures to appropriate departments and management immediately. Prepares purchase orders for Front Office. Ensures Carillon, FHR, Forbes, AAA and LHW Standards for Guest Service are followed. Provides information of the immediate neighborhood. Stays current on all Carillon Daily information Responsible for overnight coverage, this includes but not limited to work the overnight shift. GEL will act as a shift leader and be responsible for the operation during that period of time. Attends hotel meetings to ensure awareness of information and/or activities that have impact on Front Office/Hotel operations. Prepares agendas and manages meetings as directed by the Guest Experience Manager. Participates in guest service interactions throughout the property and other events as assigned.