The Laurel Hotel and Spa - Guest Experience Expert - Part Time and Full Time Available

Job Description

Job Description

Job Summary:

The Guest Experience Expert is responsible for the warm welcome, creating personalized experiences, anticipating guests' needs, and a fond farewell.

Duties & Responsibilities:

• Maintain complete knowledge of the following:
  • All hotel features/services and hours.
  • All hotel restaurant food concepts, menu price range, and dress code.
  • All hotel room types, numbers/names, layout appointments, and amenities.
  • All hotel room rates, special packages and promotions, and room availability status.
  • Daily house count and expected arrivals/departures.
  • Scheduled daily group activities, names, and locations of meetings.
  • Hotel policy and procedures.
• Meet with departing Guest Services Agents to review business status and follow up.
• Set up workstations with necessary supplies; maintain cleanliness throughout.
• Promote positive guest relations with all individuals approaching the Guest Services Areas.
• Handle guest complaints by following the procedures and ensuring guests.
• Collect guest preferences.
• Legibly document pertinent information.
• Accommodate and expedite all telephone and radio requests in a congenial manner within 2 minutes.
• Document all guest requests, complaints, or problems immediately and notify designated department/personnel to resolve the Follow up within 10 minutes to ensure completion and guest satisfaction.
• Offer detailed information on the voicemail system to callers and guests wishing to leave a review.
• Accept and record wake-up calls.
• Accept and process all guest requests for "Do not disturb," "Call forwarding," "and non-registered guests."
• Issue keys to employees, assuring that they are signed out to the proper individual and signed back in at the end of that employee's shift.
• Monitor telephone system problems and maintain logs; take, record, and relay messages accurately and completely; and offer and connect the caller to voice mail when appropriate.
• Assist in emergencies as the central communication center.
• Book reservations accurately and professionally.
• Monitor room types and ensure that hard blocks are placed for any special room request, such as handicap-accessible rooms.
• Promote packages, promotions, and upsell whenever possible.
• Set up accurate accounts for each reservation according to their requirements (i.e., share-with, separate room/tax/incidentals, comp).
• Communicate VIP and Repeat Guest arrivals to designated personnel for escort and delivery.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests).
• Pre-register designated guests and prepare key.
• Process all guest check-in according to established hotel requirements.
• For guests without a reservation, sell a room type agreed.
• Obtain guest backup information; credit/payment method and input into the system; collect cash.
• Advise guests of any messages, mail, and faxes received for them.
• Obtain proper identification for tax-exempt guests and retain a copy of their information.
• Escort guests and transport their luggage.
• Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walk in" guests.
• Accommodate room changes.
• Retrieve guestroom keys from the guests.
• Request guest comments on their stay.
• Handle requests for late checkouts according to established hotel policies.
• Conduct group check-ins/outs.
• Resolve discrepancies on the room status report.
• Assist all departments in obtaining appropriate information regarding groups' inventory and guests.
• Adhere to proper accounting procedures:
  • Process adjustment vouchers, pay-outs, and other miscellaneous.
  • Make change for guests and cash guests' checks/travelers.
  • Post charges and settle room accounts.
  • Process all checkouts according to the established hotel policies.
  • Resolve any late payment.
  • Settle guest accounts following accounting procedures.
  • Run closing reports count bank at the end of the shift.
  • Complete designated cashier reports.
  • Balance and drop receipts, secure bank.
• Assist with In Room Dining Orders.
• Legibly document work order maintenance needs and submit them to Engineering through the KYC system.
• Aware of Scheduled daily group activities, names, and locations of meeting/banquet rooms.
• Set up workstations with necessary supplies; maintain cleanliness throughout.
• Assist with food & beverage offerings in The Library.
• Performs other related duties as assigned.

Required Skills & Abilities:

• Must be able to demonstrate all aspects of hospitality, professionalism, prompt, and courteous service, as well as keeping a positive demeanor in stressful situations.
• Must be detail oriented and be able to multi-task.
• Ability to be efficient and productive in a fast-paced environment.
• Must have enthusiasm and possess excellent customer service skills.
• Must possess basic math and money-handling skills.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office Suite or similar software.

Education & Experience:

• High school diploma or equivalent is required.
• Previous hotel, hospitality, or customer service experience preferred.

Physical Requirements:

• Prolonged periods of walking, standing, and sitting.
• Must be able to lift up to 50 pounds at times.

The employee signature below indicates the employee's understanding of the requirements, essential functions, and duties of the position.

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.