Guest Services Agent

Company: The Las Olas Company / Riverside Hotel
Location: Fort Lauderdale
Posted on: May 25, 2023

Job Description:

*We are a drug-free workplace. Pre-employment screenings, COVID-19 testing and background checks will be conducted for all viable candidates.*

POSITION: FRONT OFFICE AGENT
DEPARTMENT: FRONT OFFICE/ROOMS DIVISION
REPORTS TO: FRONT OFFICE MANAGER / FRONT OFFICE SUPERVISOR
SUMMARY:
Responsible for handling an efficient and courteous check-in and checkout of all Riverside Hotel guests by following all the procedures and guidelines outlined in the policies prepared by hotel management. - Assist all guests with any concerns they might have with enthusiasm and a "can-do" attitude. - -
ESSENTIAL FUNCTIONS:

• 
  
• To maintain the highest standards of guest care and service throughout your departmental area at all times.
  
• To demonstrate a good standard of social skills to the guest and your working colleagues.
  
• To familiarize yourself with your department standards of performance and to be able to demonstrate their application.
  
• To arrive for your working shift on time as per your departmental schedule wearing your uniform that does not deviate from the hotel standard.
  
• To maintain a high standard of personnel appearance and grooming at all times during your working shift.
  
• To anticipate guest dissatisfaction and to take the appropriate action ensuring that all incidents are reported to your supervisor/head of department
  
• To familiarize yourself with all hotel products and services offered to our guest and to take every opportunity to maximize hotel sales.
  
• To greet guests and answer questions in a courteous and efficient manner.
  
• To check-in and checkout of all guests during your scheduled shift.
  
• To answer phone calls within three (3) rings.
  
• To ensure that all guests are registered with the proper guest codes, verify and record proper ID information or payments for accommodations as required.
  
• In the event that guests are not properly recorded with their information, to follow up on it.
  
• To ensure that Guest mail, messages, faxes, etc. are held and issued to the respective persons in the shortest possible time.
  
• To have good knowledge of the hotel room types and locations.
  
• To inform the Front Office of your whereabouts at all times should you need to leave the desk area.
  
• To communicate with the Front Office Manager, Supervisor or Night Manager to obtain necessary information of the day's needs and procedures.
  
• To assist in blocking of rooms as necessary - especially for VIP reservations and special requests.
  
• To assist in preparing needed reports.
  
• To handle any room changes as needed for guests.
  
• To create and set-up banquet accounts with partial payments and direct billing.
  
• To keep work area cleaned and well stocked with all necessary equipment to handle the guest registration and checkout.
  
• To make keys for incoming guests and assure proper ID is verified when re-issue occurs.
  
• To demonstrate a working knowledge of fire prevention and to act upon your departmental fire -
  
• procedures in the event of a fire.
  
• To familiarize yourself with your departmental hurricane procedures and to be able to demonstrate their application in the event of a hurricane warning.
  
• To act on your responsibilities detailed in the hotel health and safety policies.
  
• To ensure that all accidents or near accidents caused by departmental hazard are reported to your supervisor/head of the department.
  
• To familiarize yourself with and act upon the hotel standards for staff discipline and grievance matters.
  
• To be security conscious at all times with respect to guests/staff/hotel property and to report any suspicious circumstances to your supervisor/head of department.
  
• To attend any meetings that may be beneficial to your or your department on request from your supervisor/head of department.
  
• To attend any training sessions/course that may be beneficial to the development of your working knowledge or skills.
  
• To cooperate and communicate with your colleagues, supervisor/head of department and management to ensure effective departmental teamwork.
  
• To carry out any other reasonable tasks requested by your supervisor/head of department or management.
  
• To learn guest room packages, group resumes and special events.
  
• To develop knowledge of restaurants, shops, local attractions.
  
• To use analytical abilities to resolve guest credit issues.
  
  PHYSICAL REQUIREMENTS:
  While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl.
  -The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. - Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.
  
  EEO/M/F/V/D

Keywords: The Las Olas Company / Riverside Hotel, Fort Lauderdale , Guest Services Agent, Hospitality & Tourism , Fort Lauderdale, Florida