Job description
Acknowledges welcomes and departs all guests/visitors arriving to/from the hotel, providing assistance with guests' luggage.
Essential Functions
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Review daily business activities.
- Read the log book daily, and record all pertinent information in the log book.
- Maintain lobby area communicating cleanliness or engineering issues with the department concerned.
- Inspect guestrooms prior to arrival and communicate deficiencies to departments concerned.
- Deliver and set up amenities as required.
- Prepare guestroom for arrival.
- Escort arriving guests to guestrooms.
- Service guests and provide a follow-up courtesy call.
- Solicit guest feedback on hotel experiences and log all comments.
- Send and receive guest faxes as required.
- Coordinate guest requests, reservations and miscellaneous tasks as required.
- Assist guests with transportation needs.
- Provide brochures, maps and collateral on guest activities, attractions and places of interest.
- Provide tours and show rooms in the hotel for perspective guests.
- Send confirmation notes/cards to guests for each request handled.
- Answer department telephone within 3 rings using correct greeting and telephone etiquette.
- Remain in assigned post position, maintaining correct stance.
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