Guest Services Agent 9/16/2016

Omni Hotels & Resorts Boston, MA

Company
Omni Hotels & Resorts
Job Classification
Full Time
Company Ref #
2016-10979
AJE Ref #
576197873
Location
Boston, MA
Experience
Entry Level (0 - 2 years)
Job Type
Regular

JOB DESCRIPTION

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JOB DESCRIPTION:

The Guest Services Agents are responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest s stay. They make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to them. Guest Services Agents are also responsible for settling guest accounts upon check-out, resolving guest issues and completing special requests. Guest Services Agents will also provide exceptional service while working in PBX and will direct and assist guests and associates with communication needs in accordance with Omni Standards.

RESPONSIBILITIES:

* Process guest check-ins and check-outs according to Omni s Moments of Service and Standard Operating Procedures

* Empathetically listen to guest inquiries and provide appropriate responses

* Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)

* Block rooms in the computer and follow through on designated requirements

* Pre-register designated guests and prepare key packets

* Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)

* Maintain confidentiality of all guests and hotel information

* Employ attention to detail in order to ensure security of guest room access.

* Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments

* Maintain guest history files on all guests

* Accommodate room changes expediently

* Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction

* Issue safe deposit boxes to guests and ensure security of key

* Monitor, send and distribute guest faxes

* Generate, print and distribute daily and weekly reports

* Resolve discrepancies on the room status report with Housekeeping

* Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.

* Answer and direct phone calls to appropriate personnel.

* Conduct wake up calls.

QUALIFICATIONS:

* Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone

* Ability to accurately and efficiently input information into computer systems

* Ability to work cohesively with co-workers both within and outside of your department

* Ability to compute accurate mathematical calculations

* Ability to think clearly, quickly and make concise decisions

* Ability to prioritize, organize and follow up

* Ability to work well under pressure, dealing with many arrivals and departures within a short period of time

* Previous customer service experience

* Previous hotel front desk experience is strongly preferred

* Previous cashiering experience is preferred

* Fluency in a foreign language is preferred

* Previous guest relations training is preferred

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristics protected by law. The following link provides more information regarding the Federal laws prohibiting discrimination in employment: