3pm-11pm Shift Front Desk Agent- Hampton Inn Westgate

Our Service Standards Greet All Guests Use the Guests Name Thank our Guests Take Pride in your Appearance Have Pride in your Surroundings Maintain a “Service Posture†Be Knowledgeable about the property

Own the Situation Use Proper Phone Etiquette Anticipate Guests Needs Escort the Guest

Always be RESPECTFUL to guests and team members

 Primary Objective of Position 

To increase guest satisfaction by providing efficient and courteous customer service in accordance with the standards of the hotel; brand and Pinnacle Hospitality. Understands and implements Pinnacle Hospitality’s Pledge, Values, and culture at all time

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. 

 Job Requirements

This is an excellent opportunity for highly motivated team members who want to join an innovative, creative and work for a growing company. The ideal candidate will have demonstrated the ability to drive customer service satisfaction, maximize room revenue and occupancy, exhibit good customer service skills and provide an environment where team members can achieve high customer service scores.  

Education  

•  Must have a high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.
•  Must have past experience in dealing directly with the public and acquired a general knowledge of basic customer service skills. Must be fluent in oral and written English. 
•  High School diploma or equivalent 

 Experience 

•  Prior Guest Service experience in similar hotel/brand is preferred 
•  Brand experience is recommended 
•  Special consideration will be given to those who exhibit exemplary performance.
•  Valid driver’s license

 Technological Proficiency

•  Prior knowledge of hotel PMS and POS essential
•  Working knowledge Microsoft Office package is preferred
•  Competency in email and electronic communication is preferred 

Skills Sets

•  Communication Skills & Techniques
•  Personal Productivity
  • Time management skills and techniques
  • Inter-personal effectiveness
    •  Personal effectiveness
    •  Personal control
    •  Communicate customer feedback in a timely and accurate manner

Physical Requirements

•  Must be able to work well in stressful, high-pressure situations including the ability to handle guest complaints and disputes and resolve them to satisfactory results.
  •  Must maintain composure and objectivity under pressure
  •  Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, “owning†and solving problems as necessary.
  •  Must be effective at listening to, understanding and clarifying concerns and issues raised by associates and guests.
  •  Approach all encounters with guests and associates in a friendly, service-oriented manner.
  •  Comply and encourage safe and efficient hotel operations.
  •  Maintain a friendly and warm demeanor at all times.
  •  Have knowledge and understanding of all department policies and procedures.
    • Maintain strong working relationships with other team members
    •  Long hours are sometimes required.  
    •  Medium work- exertion up to 30 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects 
    •  Ability to stand for long hours at a time.  
    •  The team member will be crossed trained in breakfast service and night audit functions and may be scheduled to perform these functions.
    •  Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guest are satisfied and in rooms as requested.
    •  Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.
    •  Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
    •  Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights,

Increase occupancy and revenue.

•  Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on the telephone.
•  Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
•  Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel and bank agreement policy.
•  Maintains a friendly, cheerful and courteous demeanor at all times.
•  Performs other duties as assigned, requested or deemed necessary by management.

Mental Requirements 

•  Must be able to convey information and ideas clearly  
•  Must be able to evaluate and select among alternative courses of action quickly and accurately 
•  Must be effective at listening to, understanding and clarifying concerns and issues raised by associates and guests.  

Skills and Qualities

•  Strong oral and skills. 
•  Attention to detail. 
•  Customer skills 
•  Problem solving skills 

Working Conditions 

•  Will be required to work nights, weekends and holidays.
•  Will be required to work in a fast-paced environment.
•  Long hours are sometimes required.  

Physical/Cognitive Activities

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.

A significant portion of time will be spent listening and speaking to guests and team members. Strong problem-solving skills will be used. This person will need to have strong speaking, reading and writing skills to ensure effective communication throughout the shift.

For effective communication and information exchange, this person also must utilize a computer. This is usually done while sitting down and typing.

 Major Areas of Responsibility 

1. Meets and exceeds guest and team member expectations by providing service and teamwork

•  Provides value added service to guests by doing whatever reasonable and possible to meet or exceed guest expectations
•  Communicates effectively with guests, co-workers, supervisors
•  Demonstrates teamwork by cooperating and assisting co-workers as needed
•  Handles difficult situations effectively
•  Meets service standards
•  Performs other duties as required to provide service and teamwork

      2. Provides quality service to the guest by responding to their requests promptly, efficiently,                  and courteously during check-in, check-out, and throughout the stay

•  Registers, processes, and greets guest promptly, welcoming him/her to the hotel
•  Responds to guest requests for information about the hotel
•  Arranges for special services requested by the guest
•  Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
•  Arranges fulfillment of guest services by working with bell/courtesy van staff, housekeeping, reservations, and maintenance

       3. Minimizes loss of revenue by adhering to all established credit and inventory control                           procedures

•  Ensures all guests establish credit or pay cash upon check-in
•  Monitors guest accounts to ensure adherence to hotel credit limits by and verifies the accuracy of registration information

         4. Improves timeliness of cash flow by adhering to all established credit and inventory control               procedures

• Verifies all information on reservations: check-in date, name, address, method of payment, etc.
•  Retrieves proper name and address verification and proper approval codes for cash and credit card paying guests
•  Identifies and records special billing instructions
•  Completes shift closing check-lists, accurately by getting appropriate approval signatures and authorization codes
•  Adheres to hotel policies regarding the use of cash banks, drop/deposit logs, etc

      5. Increases revenues by offering guests upgraded rooms and promoting hotel amenities and                outlets

•  Promotes food and beverage alternatives within the hotel
•  Follows yield management procedures while making room reservations

       6. Demonstrates a working knowledge of all services and facilities of the hotel and effectively                 assists the hotel's guests

•  Issues safety deposit boxes to guests upon requests
•  Property processes guest mail, messages, and packages to ensure their receipt by guests

      7. Adheres to hotel policies and procedures

•  Attends work on time as scheduled
•  Follows hotel grooming and dress standards
•  Minimizes safety hazards by following all safety rules and procedures

       8. Keeps immediate supervisor promptly and fully informed of all problems or unusual matters             of significance

       9. Performs all duties and responsibilities in a timely and efficient manner in accordance with                established company policies and procedures to achieve the overall objectives of this                       position

       10. Maintains a favorable working relationship with all other company team members to foster                 and promote a cooperative and harmonious working climate

       11. At all times projects a favorable image of the hotel and Pinnacle Hospitality to the public

       12. Include here Property/brand specific Assignments.