JOB DUTIES, MINIMUM QUALIFICATIONS (MONTH/YEARS EXPERIENCE, SKILLS, SPECIAL LICENSE, ETC):SUMMARY: GSAs ensure appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner. Experience in Front Office, PBX, and Concierge preferred. Candidates must be able to work a flexible schedule including but not limited to: evening, weekends, and holidays. Candidate must possess excellent customer service skills and effective written and oral communication skills, also a working knowledge of computers and facsimile machines. Candidate should have the ability to multi-task and the ability to handle stressful situations. Must be flexible to work in various capacities, which include PBX, Concierge, and Front Desk.Professional Experience
- Preferably 1 year's experience in customer service, hotel, food and beverage restaurant administrative, human resources, legal, educational, training, financial, or business related field
Computer ExperienceProficiency in:
- Microsoft Word
- Excel
- Powerpoint
- Data entry
- Database management systems
Hotel Experience
- Uses proper telephone etiquette
- Be flexible and willing to perform other tasks as necessary or requested
- Wear hotel GSA uniform in compliance with hotel standards
TRAINING PROVIDED ON THE FOLLOWING:
- Serve as concierge (may make restaurant reservations, provide directions, recommend area attractions, etc.)
- Determines a guest's reservation status and identifies how long the guest will stay
- Helps guests complete registration and then assigns rooms accommodating special requests whenever possible
- Verifies the guest's method of payment and follows established credit-checking procedures
- Posts guest and room information in the PMS, and communicates this information to the appropriate hotel personnel
- Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work
- Must be sales-minded; uses suggestive selling techniques to sell rooms and to promote other services of the hotel
- Presents options and alternatives to guests and offers assistance in making choices
- Knows the location and types of available rooms as well as the activities and services of the property
- Assists in pre-registration and blocking of rooms for reservations
- Thoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and procedures
- Knows room locations, types of rooms available, and room rates
- Understands room status and room status tracking
- Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms
- Takes same day reservations and future reservations when necessary
- Knows cancellation procedures
- Generates secure room cards
- Knows how to use front office equipment
- Posts Suite Shop purchases to guest folios
- Posts and files all charges to guest, master, and city ledger accounts
- Follows procedures for issuing and closing safe deposit boxes
- Uses proper mail, package, and message handling procedures
- Reads and initials the pass-on log and bulletin board daily
- Is aware of daily activities and meetings taking place in the hotel
- Attends department meetings
- Coordinates guestroom maintenance work with the engineering and maintenance division
- Reports any unusual occurrences or request to the manager or assistant manager
- Knows all safety and emergency procedures
- Is aware of accident prevention policies
- Maintains the cleanliness and neatness of the front desk area
- Understands that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts
Emotional Intelligence
- Emotionally competent; able to effectively manage disruptive emotions and impulses; able to stay composed, positive, and unflappable even in trying moments while thinking clearly and remaining focused under pressure
- Engage every guest in conversation and recognition
- Resolve any guest issue immediately
- Promote the hotel by demonstrating a high level of positive attitude and energy to serve our guests
- Ability to anticipate guests' needs
- Represents the hotel to the guest throughout all stages of the guest's stay
- Embraces and respects diversity and multicultural environment
Skills
- Excellent communication; orally and written
- Requires finger dexterity, grasping, writing, standing for long periods, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds
- Able to stand, sit, and walk, for more than 4 hours
Education
- Background screening for previous criminal history
- Employment may be contingent upon at least 80% score on test on hotel's reservations system (PMS) after training
- At least a high school diploma or G.E.D.
Strengths
- Mathematical; statistical
- Social
- Speaks in guests' preferred language
- Hotel is a smoke-free property
- Creativity
- Organizational
- Administrative
- Sales
- Curious about the world and people
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