Claremont Guest Service Agent

Job Summary

Required Qualifications

• •Ability to interact with guests by providing exceptional customer service
• •Share hotel knowledge using personalization such as using the guest's name
• •Know all functions to showcase the hotel and the hotel's unique story to each guest
• •Process mobile arrivals and execute flawless service in remote check in area according to property, company, and brand guidelines
• •Manage room bookings in person, online, and through incoming calls
• •Answer inquiries about guests' needs, including questions about available rooms, amenities, room rates, and special requests
• •Actively engage guests in and promote hotel loyalty program including new guest program enrollments
• •Collect and verify methods of payment
• •Produce room keys for all guests ensuring guest confidentiality throughout their stay and beyond
• •Assign and escort guest to rooms according to their preferences
• •Pay attention to nonverbal cues that make each experience memorable
• •Assist and resolve any guest billing inquiries and/or concerns
• •Execute all required front office reports, pre-arrival planning, and checklists as outlined by leadership
• •Coordinate breakfast service: prepare baskets/bags, order/bake pastry, make sure items are presented in accordance to SOP and execute delivery with breakfast team maintaining procedures
• •Communicate all guest room status changes to Housekeeping department
• •Deliver guest amenities as necessary
• •Serve as a concierge by providing local information for shopping, dining, and recreational destinations
• •Be prepared to assist guests in setting up reservations or tours in the area
• •Assist with guest luggage and receive, store, and deliver both luggage and mail
• •Respond to and resolve all guest inquiries and/or opportunities utilizing appropriate guidelines
• •Follow scheduled shifts and follow break and lunch requirements
• •Report accidents, injuries, and unsafe work conditions to manager
• •Complete safety training and certifications
• •Speak with others using clear and professional language
• •Prepare and review written documents accurately and completely
• •Answer telephones calls within 3 rings
• •Use appropriate etiquette
• •Develop and maintain positive working relationships with others
• •Report any suspicious activity or unusual items in room to hotel leadership and/or loss prevention team
• •Report any irregular behavior from guests in public areas and or in room
• •Take initiative and handle assignments with limited supervision
• •Follow all hotel policies and procedures as outlined in the team member handbook
• •Maintain cleanliness and order of work area
• •Recognizes and reports potential safety hazards in the hotel, such as broken doors or railings, fire hazards, etc.
• •Recognizes and reports potential security problems in the hotel, such as locking doors after hours, etc.
• •Understands and follows policies and procedures for the hotel's key control system
• •Ensures others follow key control system policies