Job DescriptionJob Description
Position: Guest Services & Front Desk Agent
Location: Greenport, New York
Job Type: Full-Time
Develop in depth understanding of the property management system and POS functionality.
Provide gracious and sincere customer service to all arriving and departing hotel guests and visitors.
Follow all specified hotel procedures to properly conduct Front of the House business including but not limited to:
o Answering telephones in a prompt and professional manner and providing assistance to callers
o Taking reservations in person and over the phone
o Reading and responding to hotel email
o Checking guests in and out
o Completing group pre-registrations and key packets
o Posting charges and processing payments
o Communicating with Housekeeping and Maintenance
o Handling mail and coordinating deliveries of messages and packages
o Anticipating guests' needs, acting promptly to acknowledge all guests, however busy and whatever time of day.
Communicate service and amenities of the hotel to guests and provide Concierge service as needed. Maintain a fluent knowledge of local restaurants, special events, city attractions, and outdoor activities.
Be completely familiar with all hotel information necessary to increase revenues and enhance customer satisfaction, including current rate structures and sales strategies: current special rates and restrictions: types and location of rooms and suites available; and services, costs, hours and location of all hotel amenities, facilities and outlets. To maintain awareness of current business levels.
To react immediately, in a positive way, to resolve guest complaints, problems and suggestions, when necessary, referring to Hotel management.
Complete shift checklists and special projects as assigned.
To follow all specified procedures to correctly handle all cash, credit and gift certificate transactions.
Meet with departing Front Desk Host to review business status, log-book and follow-up items.
Keep the front desk as well as lobby areas clean and well organized.
Be available to work irregular hours, including evenings, weekends and holidays.
Be completely familiar with hotel emergency procedures, and provide, calm, reassuring assistance to guests and fellow employees in the event of an emergency.
To follow all company policies and procedures.
To immediately report all suspicious occurrences and hazardous conditions.
To maintain the cleanliness and safety of work areas at all times.
Follow all company safety standards, including proper equipment handling to avoid injury to yourself and others.
To attend all mandatory meetings as directed.
To perform other tasks, including cross-training, as directed.
Benefits:
We offer competitive wages as well as benefits such as health insurance, life insurance, 401K plan with match, PTO and paid holidays.
