Description: PUBLICneed a FRONT DESK AGENT – OVERNIGHT SHIFT immediately starts from Sat, 13 Jul 2013 18:28:01 GMT, this position will be placed in Illinois.
For more detail information about this job vacancy please read the description below. If interested in this position, please email us your resume, along with salary requirements and a cover letter to PUBLIC starts from Sat, 13 Jul 2013 18:28:01 GMT.
To achieve and, ideally, exceed Company and hotel targets arising from the company core objectives and values, e.g. Guest Relations, Employee Relations, Costs & Efficiency, and Sales and Revenue.
To be fully accountable for the people, product and profit within the hotel.
To deliver excellence in customer service as well as exploiting opportunities for growth within the business.
To ensure the company culture is visible in all aspects of the business.
Ensure that company reporting systems are adhered to.
Ensure all hotel policies, standards and local laws are followed.
To be thoroughly acquainted with all front desk procedures, including posting charges for valet parking, wireless internet, room service, restaurant and room charges.
To be thoroughly acquainted with all billing, accounting and adjustment procedures related to front desk operations.
To be thoroughly acquainted with all tasks and SOP’s associated with the front desk agents’ position.
To be thoroughly acquainted with Emergency, Fire and Evacuation Procedures.
Behave at all times based on a customer responsive culture where exceptional customer service prevails.
Ambassador and protector of the brand. Keeper of the brand and the company culture is carried at all levels of the company in the back and front of the house areas.
Attentive, Accountable and highly organized and has the ability to plan multiple activities and meet deadlines.
Excellent interpersonal and communication skills. Excellent phone skills, customer service oriented and proactive. Ability to maintain a positive and professional demeanor at all times.
Is Friendly, engaging, gracious, has the ability to focus and connect with all guests at all levels and employees and exceed their expectations.
Has an upbeat, energetic, authentic and professional attitude at all times.
Assist other departments when needed.
To maintain and follow Brand Values and operational core standards to ensure hotel is always well presented.
Ensure that all guests using the hotel facilities are completely satisfied and believe that they have received an excellent value for their money.
Develops relationships with guests in order to provide personalized service. Ensures we treat our guest as we would treat them in our own home.
Resolve guest complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible. Responds to guests’ requests in an accurate and timely manner, creating a positive outcome that will result in a memorable experience.
Expert in Guest Service and excellent knowledge of all departments internally.
Protect the name of the hotel and company and ensure that no actions are taken within, or in the name of, the hotel that could bring the Company into disrepute.
Takes action in all matters related to the safety, security, satisfaction and well being of employees, hotel guests and property. Responds swiftly and effectively in any hotel emergency of safety situations.
Assure the proper handling of VIPs. Protect their privacy and confidentiality.
Ensuring compliance to all hotel policies and procedures at all levels.
Maintains an innovative technical expertise through attendance of professional meetings and review of current literature and trends.
To be thoroughly acquainted with all check-in/check-out procedures and policies.
To be thoroughly acquainted with credit card handling procedures.
To be thoroughly acquainted with all voucher/coupon reconciliation procedures.
To be thoroughly acquainted with safety deposit box procedures.
To be thoroughly acquainted with luggage handling procedures.
To be thoroughly acquainted with phone procedures.
All other responsibilities assigned by Management.
The Educational Requirements:
Some college and at least three years guest service/hotel experience, or an equivalent combination of education and/or experience. Must have full knowledge of guest service function and some supervisory training/experience preferred. Must speak fluent English. Knowledge and fluency of additional languages preferred.
Computer literacy to include: Microsoft Word, Excel and PowerPoint.
Experience in Epitome or other property management software preferred.
The Work Environment:
Standard hotel setting.
Continuous standing, pulling out cash drawers, key drawer, and safety deposit boxes. Bending and lifting may be required.
Must be able to work 11pm to 7:30am
Sat, 13 Jul 2013 18:28:01 GMT