Nature of the Job Basic Purpose & Objective of the Position
Assists the Guest Experience Manager in the daily operations to achieve customer satisfaction, quality service and compliance with company policies and procedures while meeting/exceeding financial goals. Ensures that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner.
Main Duties
Customer Services
- Delivers the brand promise and provides exceptional guest service at all times.
- Provides excellent service to internal customers.
- Handles all guest and employee complaints and inquiries in a courteous and efficient manner. Communicates immediately all guest and employee complaints to Guest Experience Manager.
- Maintains positive guest and colleague interactions with good working relationships.
Financial
- Ensures that all hotel, company and local rules, policies and regulations relating to money handling and licensing are adhered to.
Operational
- Communicates effectively both verbally and in writing to provide clear direction to staff.
- Assigns and instructs Guest Experience Hosts in details of work.
- Observes performance and encourages improvement.
- Greets guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listen to and understands requests, responds with appropriate actions and provides accurate information such as outlet hours and local attractions.
- Promptly completes the registration process by inputting and retrieving information from a computer system, confirming all pertinent information including but not limited to number of guests, room rate, and number of nights and room control.
- Verifies credit cards information for authorization using electronic acceptance methods. Handles cash, makes change and balance an assigned house bank. Accepts and records vouchers, traveler's checks and other forms of payment. Performs accurate moderately complex arithmetic functions using a calculator. Posts charges to guest rooms and house accounts using the computer.
- Promotes East Miami hotels and brand-specific marketing programs. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Nonverbally confirm the room number and rate. Provides welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Closes out guest accounts at time of check out.
- Promptly answers the telephone using positive and clear voice. Inputs messages into the computer. Retrieves messages and communicate the content to the guest. Retrieves facsimiles for customers as requested.
- Remains calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates. Resolves customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
- Makes decisions and acts based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation.
- Authorizes revenue allowances to remedy problems only after other alternative solutions have been offered.
- Complies with attendance rules and be available to work on a regular basis.
- Performs any other job-related duties as assigned.
- Is up to date on all departmental SOPs and champions their execution.
People Development
- Supports Swire Hotels’ cultural and people development implementations and characteristics.
Other Duties
- Attends and contributes to all training sessions and meetings as required.
- Exercises responsible behavior at all times and positively representing the hotel team and Swire Hotels.
- Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organizations.
- Reads the hotel's Employee Handbook and have an understanding of and adheres to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
- Ensures high standards of personal presentation and grooming.
- Responds to changes within Guest Experience, as dictated by the industry, company and hotel.
- Carries out any other reasonable duties and responsibilities as assigned.
Skills, Qualifications and Experience Requirements
- Minimum three years hotel operations experience preferred.
- Excellent communication and guest relations skills.
- Knowledge of the local area, roadways, and services
- Must be able to lift up to 100 pounds and push/pull a cart weighing up to 350 pounds
- Position requires continual bending, lifting, stooping, and pushing
- Able to work a flexible schedule, including weekends and holidays.
- High school diploma required, college degree preferred.
- Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
- Ability to access and accurately input information using a moderately complex computer system.
- Ability to stand, walk and continuously perform behind the front desk.
- Ability to observe and detect signs of emergency situations with or without reasonable accommodation.
- Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
- Ability to establish and maintain effective working relationships with associates, customers and patrons.
- Command of languages at the workplace both written and verbal.