Guest Service Agent
Front of the House Manager
Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors, perform concierge tasks, upsell services as much as possible, and serve as an ambassador to Atton by welcoming everyone with a genuine smile and caring attitude.
High school graduate or equivalent vocational training certificate.
Compute basic arithmetic.
Fluency in English both verbally and non-verbally.
Provide legible communication and directions.
Perform job functions with attention to detail, speed and accuracy.
Prioritize and organize.
Be a clear thinker, remaining calm and resolving problems using good judgement.
Follow directions thoroughly.
Understand guest’s service needs.
Work cohesively with co-workers as part of a team.
Works closely with the housekeeping department for facilitate early arrivals, departures, rooms blocks, VIP needs, etc.
Work with minimal supervision.
Maintain confidentiality of guest information and pertinent hotel data.
Ability to input and access information in the property management system/computers/point of sales system.
Excellent phone & verbal communication skills.
Some college or training in Hospitality Industry.
Previous experience as Front Desk Agent.
Previous cashiering experience.
Fluency in a foreign language.
Ability to suggestively sell.
Certification in CPR.
Previous guest relations training.
Exert physical effort in transporting 25 pounds to guests or other hotel areas.
Endure various physical movements throughout the work areas.
Remain in stationary position for several minutes/hours throughout work shift.
Satisfactorily communicate with guests, management and co-workers to their understanding.
Ensures that all room discrepancies are cleared.
Oversees blocking of special room requests for next day’s arrivals.
Coordinates and oversees the daily bucket check.
Maintains a neat and orderly control desk and area.
Consistently presents a polished and professional role model image to guests, coworkers, and other departments.
Complete job duties as listed on their shift checklist in a timely manner and alerts manager or supervisor if assistance is needed.
Perform any other duties as assigned by the front desk and Atton management.
Coordinates out of order rooms with housekeeping.
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge at all times of:
All hotel features/services, hours of operation.
All room types, numbers, layout, decor, appointments and location.
All room rates, special packages and promotions.
Daily house count and expected arrivals/departures.
Room availability status for any given day.
Scheduled daily group activities.
Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
Meet with Supervisor to review daily assignments and priorities.
Meet with departing Front Desk Agent to review business status and follow up items.
Access all functions of computer system.
Set up work station with necessary supplies.
Answer department telephone within _3__ rings, using correct greeting and telephone etiquette.
Promote positive guest relations to all individuals approaching the Front Desk.
Process all guest check-ins.
Confirm reservation in system and review all noted information.
For guests without a reservation, sell a room type agreed upon.
Register guest in the computer and generate a registration card.
Verify registration card information with the guest.
Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
Assign guest room.
Advice guest of any messages, mail, faxes, etc. received for them.
Inform guest of room safe and mini-bar key and room key procedures.
Issue parking passes/validate valet parking tickets.
Communicate services and amenities of the hotel to guests.
Obtain proper identification for tax exempt guests and attach form to registration card.
Direct Bell Person to escort guest and transport their luggage to the room.
Maintain guest history files on all guests.
Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
Set up accurate accounts for each guest checking in according to their requirements (i.e., share with, separate room/tax/incidentals, comp).
File registration cards and vouchers in bucket by room number.
Handle overbooked or “walked” guests.
Accommodate room changes.
Document all guest requests, complaints or problems.
Take record and relay messages accurately, completely and legibly.
Offer detailed information on the voice mail system to callers and guests wishing to leave message.
Accept and record wake-up call requests; deliver to PBX.
Issue safe deposit boxes to guests and ensure security of keys.
Distribute all guest and department mail.
Monitor, send and distribute guest faxes.
Document and confirm reservations and cancellations.
Block rooms in computer and follow through on designated requirements.
Pre-register designated guests and prepare key packets.
Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
Generate, print and distribute daily and weekly reports.
Resolve discrepancies on the room status report with Housekeeping.
Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
Process all check-outs.
Resolve any late charges.
Present folio to guest and resolve any disputed charges.
Settle guest accounts.
Retrieve guest room key from guest.
Solicit guest comments on their stay.
Process express check-outs.
Handle requests for late check-outs.
Conduct group check-ins/outs.
Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
File guest room keys and ensure the safe keeping of keys at the Front Desk.
Adhere to all cashiering procedures:
Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
Make change for guests.
Cash guests' personal checks/travelers checks.
Run closing reports.
Count and secure bank.
Complete designated cashier reports.
Document pertinent information in the log book.
SECONDARY JOB FUNCTIONS
Assist PBX with switchboard duties.
Assist with Reservations calls. Handle all Reservation calls after 5 m.; process, record and follow up any details relative to such.
Provide Concierge service.
Assist in other Front Desk areas as assigned.
Provide guest room tours.
Legibly document maintenance needs on work orders and submit to Manager.
Excellent phone & verbal communication skills.
The Atton’s HOLA Culture: Enlivens the guest experience by applying Atton’s Core Principles and standards daily.
Previous front desk hotel experience preferred.
Atton Brickell Miami Principles and Philosophy
Motto: I am committed to welcome you back!
Our Values: Happiness, Commitment, Efficiency, Integrity and Respect.
Our Spirit: “At Atton Brickell Miami we are hoteliers with a genuine passion to create amazing memories.”
H * Hoteliers, everything is my job.
O * Ownership, I am it.
L * Love, is my compass
A* Amaze, is my goal
Amazing Memories Talents’ Measurements:
Verbiage that is welcoming and professional.
Appearance that is clean, appropriate and attractive.
Courteousness that is intuitive and authentic.
Anticipatory Services that are spot-on and friendly.
Appreciative Manners, I genuinely thank and show appreciation to all.