Guest Service Agent

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POST DATE 9/14/2016
END DATE 10/9/2016

Langham Place, New York, Fifth Avenue New York, NY

New York, NY
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)


PRIMARY OBJECTIVE OF POSITION: Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet Langham's service and Brand Standards and Forbes service standards. RESPONSIBILITIES AND JOB DUTIES: Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions. Complete the registration process by inputting and retrieving information with routine difficulty from a computer system; confirm pertinent information including number of guests and room rate. Promote Langham marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons as appropriate. Requires continual standing and movement throughout front office area. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Convert foreign currency at current posted rates. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest-rooms and house accounts using the computer. Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested. Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate and compromise, which may include authorizing revenue allowances. Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues. Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning. Plan and implement detailed defect resolution steps by using experienced judgment and discretion. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. Upon employment, all colleagues are required to fully support processes in place for the safe and efficient operation of hotel facilities. Use the 1865 guest recognition program to record guest preferences and exceed guest expectations. Attend Showtime at the start of each shift. File registration cards in room number order and complete all Guest Reception work according to SOPs in place. Other duties as assigned by the supervisor which may not have been mentioned. PHYSICAL DEMANDS: Periods of standing exceeding 50' of shifts are required. Ability to lift, reach, bend, stoop, stand and walk continuously, climb stairs, and push or pull heavy equipment. Ability to lift up to 20 pounds including pushing and pulling on a daily basis. Considerable repetitive motion of hands and wrists as relates to the use of computer keyboards is possible.