Creates 100% guest satisfaction by providing the service brand behavior, genuine hospitality and by exceeding guest expectations
•Communicates and demonstrates the service brand behavior to other employees
•Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
•Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
•Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
•Performs other duties as required to provide the service brand behavior and genuine hospitality
Provides employees with the information needed to perform their job effectively
•Orients employees to the department and hotel and provides on-the-job training on job responsibilities
•Prioritizes and assigns work
•Provides feedback to the employee and department manager on the employee’s performance of job responsibilities
Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their stay
•Greets guest and processes hotel registration
•Keeps current on and promotes hotel accommodations, services and area attractions
•Responds to customer inquiries for information
•Arranges for services requested by the guest by working with other departments as appropriate
•Stays current with developments in the hotel by reviewing and updating the communication log
Maximizes revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes
•Offers guests updated rooms and promotes hotel amenities, food & beverage outlets and services
•Makes reservations in accordance with hotel’s yield management practices
•Processes customer credit at check-in in accordance with hotel policy
•Identifies and records special billing instructions and notifies Accounting
•Obtains appropriate approvals and signatures
•Follows hotel policy on cash banks
Stand-up and/or One-on-one Training… Skilled in the use of techniques and strategies required to deliver training material in group and one-on-one settings.
Reservations Process... Understand the reservations process including the role of the WRS, distribution channels and reservations flow.
Organization… Demonstrate ability to proactively prioritize needs, put first things first, and effectively manage resources and time.
Performance Management, Supervisory… Demonstrate ability to relate to, communicate with, and motivate employees to sustain high performance and quality levels.
Experience with Opera PMS and Medallia software preferred.