Ace Guest Service Agent
Ace Hotel Palm Springs Llc Ace Hotel Palm Springs Llc Palm Springs, CA Palm Springs, CA $20 an hour $20 an hour 9 days ago 9 days ago 9 days ago POSITION
Summary:
Greet and register guests, provide prompt, courteous service and service recovery, and close out guest room accounts upon completion of stay.
ESSENTIAL JOB FUNCTIONS:
1.
Complete registration process in accordance with Ace Hotel's check in standards:
Agent is to courteously greet guest, confirm length of stay and room type, obtain contact information and payment, and offer general hotel information before directing guests to guest rooms.
2.
Close guest accounts at time of check out according to Ace Hotel's Check out Standards; Agent is to courteously greet guest at check out, confirm and collect payment, and request feedback regarding stay.
Whether feedback is positive or negative, agent is to update guest's profile to ensure best possible service for future stays.
3.
Always greet guests with an open and warm persona, either on the phone or in person.
Use a positive and clear speaking voice, receive/deliver on all guest requests in a timely manner, provide accurate information such as outlet hours and hotel functions, and offer basic concierge services.
4.
Handle cash, make change and balance an assigned house bank.
Accept and record vouchers, travelers' checks and other forms of payment.
Perform accurate, moderately complex arithmetic functions using a calculator.
Post charges to guestrooms and house accounts using property management system.
5.
Agent will work with various departments to ensure guest receives best possible service.
Duties may include working with Housekeeping for all guest requests and room status updates, Engineering for all guest requests and building issues, Sales for all guest inquiries, group business and daily site visits, Food & Beverage for dining options, entertainment, amenity & billing issues and reservations for all reservation inquiries, changes and billing issues.
6.
Must field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning etc.
Remain calm and alert especially during emergency situations and heavy hotel activity.
Plan and implement detailed steps by using experienced judgment and discretion.
7.
Agent is responsible for processing packages & shipments.
All incoming packages must be logged immediately and the recipient notified.
Agent facilitates delivery of packages.
Outgoing packages must be logged and charged accordingly.
Supporting Functions:
1.
Maintain all hotel systems.
2.
Make sure that hotel systems are being utilized efficiently.
3.
Make sure staff is properly trained and continually reevaluate operations to maximize productivity.
4.
Follow up on outstanding operational and guest (internal & external) issues.
5.
Monitor guest feedback and adjust accordingly.
6.
Perform various duties of Front Desk agent, Reservations Agent, and Telephone operator in a friendly and courteous manner to ensure guest satisfaction and service recovery.
7.
Inspecting lobby areas, hotel entrances and garage for cleanliness and maintenance, report deficiencies to appropriate departments and ensure timely completion.
8.
Manual dexterity for typing.
9.
Communicate with all hotel departments in a courteous and professional manner.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1.
Ability to clearly communicate in English with guests, management and co-workers.
2.
General knowledge of Microsoft Office.
3.
Prioritize and organize work assignments, have timely follow up and execution.
4.
Have superb time management skills.
5.
Ability to compute basic mathematical calculations.
6.
Knowledge and understanding of Atelier & Ace Culture & initiatives.
7.
Maintain complete knowledge of all hotel services/features and hours of operation.
8.
Flexible schedule required which includes weekends and holidays.
9.
Provide safety deposit boxes for guests by escorting them to the vault, pulling the box from the vault and carrying it to the guest.
File access slips in number order.
10.
Use the photocopier and fax machines as needed.
11.
Retrieve office supplies and maintain inventory of supplies.
12.
Complete tasks that may be assigned from various department heads and executive team.
EDUCATION AND EXPERIENCE REQUIREMENT:
Individual should be a High School Graduate and/or any have combination of experience that provides the required knowledge, skills, and ability to effectively fulfill the requirements of this job description LANGUAGE AND MATHEMATICAL SKILLS 1.
Ability to understand guests' service needs and requests.
2.
Ability to acknowledge the guests' request with a polite answer.
3.
Must be able to satisfactorily communicate English with guests, management, and other associates to their understanding.
4.
Additional foreign language preferred.
5.
Ability to compute basic mathematical calculations.
REASONING ABILITY Demonstrate the ability to anticipate and solve practical problems or resolve issues.
1.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
2.
Ability to deal with problems involving clients and operational issues maintaining a positive attitude.
3.
Ability to focus on every detail concerning a guest check in or out.
CERTIFICATES, LICENSES, REGISTRATIONS 1.
College and computer training preferred.
WORK CONDITIONS/MACHINES AND EQUIPMENT USED The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1.
The associate is required to walk stand, bend at the waist and sit at a desk reach with arms.
Uses legs and a straight body alignment to lift, carry items, weighing from 5 lbs.
up to 50 lbs as needed basis.
Primary environment:
ambient room temperatures, lighting and traditional office equipment as found in a typical office environmen.
Estimated Salary: $20 to $28 per hour based on qualifications.
Summary:
Greet and register guests, provide prompt, courteous service and service recovery, and close out guest room accounts upon completion of stay.
ESSENTIAL JOB FUNCTIONS:
1.
Complete registration process in accordance with Ace Hotel's check in standards:
Agent is to courteously greet guest, confirm length of stay and room type, obtain contact information and payment, and offer general hotel information before directing guests to guest rooms.
2.
Close guest accounts at time of check out according to Ace Hotel's Check out Standards; Agent is to courteously greet guest at check out, confirm and collect payment, and request feedback regarding stay.
Whether feedback is positive or negative, agent is to update guest's profile to ensure best possible service for future stays.
3.
Always greet guests with an open and warm persona, either on the phone or in person.
Use a positive and clear speaking voice, receive/deliver on all guest requests in a timely manner, provide accurate information such as outlet hours and hotel functions, and offer basic concierge services.
4.
Handle cash, make change and balance an assigned house bank.
Accept and record vouchers, travelers' checks and other forms of payment.
Perform accurate, moderately complex arithmetic functions using a calculator.
Post charges to guestrooms and house accounts using property management system.
5.
Agent will work with various departments to ensure guest receives best possible service.
Duties may include working with Housekeeping for all guest requests and room status updates, Engineering for all guest requests and building issues, Sales for all guest inquiries, group business and daily site visits, Food & Beverage for dining options, entertainment, amenity & billing issues and reservations for all reservation inquiries, changes and billing issues.
6.
Must field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning etc.
Remain calm and alert especially during emergency situations and heavy hotel activity.
Plan and implement detailed steps by using experienced judgment and discretion.
7.
Agent is responsible for processing packages & shipments.
All incoming packages must be logged immediately and the recipient notified.
Agent facilitates delivery of packages.
Outgoing packages must be logged and charged accordingly.
Supporting Functions:
1.
Maintain all hotel systems.
2.
Make sure that hotel systems are being utilized efficiently.
3.
Make sure staff is properly trained and continually reevaluate operations to maximize productivity.
4.
Follow up on outstanding operational and guest (internal & external) issues.
5.
Monitor guest feedback and adjust accordingly.
6.
Perform various duties of Front Desk agent, Reservations Agent, and Telephone operator in a friendly and courteous manner to ensure guest satisfaction and service recovery.
7.
Inspecting lobby areas, hotel entrances and garage for cleanliness and maintenance, report deficiencies to appropriate departments and ensure timely completion.
8.
Manual dexterity for typing.
9.
Communicate with all hotel departments in a courteous and professional manner.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1.
Ability to clearly communicate in English with guests, management and co-workers.
2.
General knowledge of Microsoft Office.
3.
Prioritize and organize work assignments, have timely follow up and execution.
4.
Have superb time management skills.
5.
Ability to compute basic mathematical calculations.
6.
Knowledge and understanding of Atelier & Ace Culture & initiatives.
7.
Maintain complete knowledge of all hotel services/features and hours of operation.
8.
Flexible schedule required which includes weekends and holidays.
9.
Provide safety deposit boxes for guests by escorting them to the vault, pulling the box from the vault and carrying it to the guest.
File access slips in number order.
10.
Use the photocopier and fax machines as needed.
11.
Retrieve office supplies and maintain inventory of supplies.
12.
Complete tasks that may be assigned from various department heads and executive team.
EDUCATION AND EXPERIENCE REQUIREMENT:
Individual should be a High School Graduate and/or any have combination of experience that provides the required knowledge, skills, and ability to effectively fulfill the requirements of this job description LANGUAGE AND MATHEMATICAL SKILLS 1.
Ability to understand guests' service needs and requests.
2.
Ability to acknowledge the guests' request with a polite answer.
3.
Must be able to satisfactorily communicate English with guests, management, and other associates to their understanding.
4.
Additional foreign language preferred.
5.
Ability to compute basic mathematical calculations.
REASONING ABILITY Demonstrate the ability to anticipate and solve practical problems or resolve issues.
1.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
2.
Ability to deal with problems involving clients and operational issues maintaining a positive attitude.
3.
Ability to focus on every detail concerning a guest check in or out.
CERTIFICATES, LICENSES, REGISTRATIONS 1.
College and computer training preferred.
WORK CONDITIONS/MACHINES AND EQUIPMENT USED The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1.
The associate is required to walk stand, bend at the waist and sit at a desk reach with arms.
Uses legs and a straight body alignment to lift, carry items, weighing from 5 lbs.
up to 50 lbs as needed basis.
Primary environment:
ambient room temperatures, lighting and traditional office equipment as found in a typical office environmen.
Estimated Salary: $20 to $28 per hour based on qualifications.
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