Ace Guest Service Agent - Jobs for Humanity

POSITION SUMMARY:

Greet and register guests, provide prompt, courteous service and service recovery, and close out guest room accounts upon completion of stay.   

ESSENTIAL JOB FUNCTIONS:

1 .Complete registration process in accordance with Ace Hotel’s check in standards:  Agent is to courteously greet guest, confirm length of stay and room type, obtain contact information and payment, and offer general hotel information before directing guests to guest rooms.

2. Close guest accounts at time of check out according to Ace Hotel’s Check out Standards; Agent is to courteously greet guest at check out, confirm and collect payment, and request feedback regarding stay.  Whether feedback is positive or negative, agent is to update guest’s profile to ensure best possible service for future stays.              

3. Always greet guests with an open and warm persona, either on the phone or in person. Use a positive and clear speaking voice, receive/deliver on all guest requests in a timely manner, provide accurate information such as outlet hours and hotel functions, and offer basic concierge services.

4. Handle cash, make change and balance an assigned house bank.  Accept and record vouchers, travelers’ checks and other forms of payment.  Perform accurate, moderately complex arithmetic functions using a calculator.  Post charges to guestrooms and house accounts using property management system. 

5. Agent will work with various departments to ensure guest receives best possible service.  Duties may include working with Housekeeping for all guest requests and room status updates, Engineering for all guest requests and building issues, Sales for all guest inquiries, group business and daily site visits, Food & Beverage for dining options, entertainment, amenity & billing issues and reservations for all reservation inquiries, changes and billing issues.

6. Must field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.  Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning etc.  Remain calm and alert especially during emergency situations and heavy hotel activity.  Plan and implement detailed steps by using experienced judgment and discretion.

7. Agent is responsible for processing packages & shipments.  All incoming packages must be logged immediately and the recipient notified. Agent facilitates delivery of packages. Outgoing packages must be logged and charged accordingly.

Supporting Functions:

1.          Maintain all hotel systems.

2.         Make sure that hotel systems are being utilized efficiently.

3.         Make sure staff is properly trained and continually reevaluate operations to maximize productivity.

4.         Follow up on outstanding operational and guest (internal & external) issues.

5.         Monitor guest feedback and adjust accordingly.

6.         Perform various duties of Front Desk agent, Reservations Agent, and Telephone operator in a friendly and courteous manner to ensure guest satisfaction and service recovery.

7.         Inspecting lobby areas, hotel entrances and garage for cleanliness and maintenance, report deficiencies to appropriate departments and ensure timely completion.

8.         Manual dexterity for typing.