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
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