RESPONSIBILITIES:
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• 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.
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Welcome the guest on arrival by using the hotel name. Assist guest with\ wherever they are heading too.
• Assist in locating guest’s lost luggage.
• Correctly tag, store and retrieve luggage from holding room.
• Identify and explain hotel facilities and features to guests while escorting them to their room.
• Identify fire exit closest to guest’s room and explain safety features of assigned room.
• Deliver items to guest rooms promptly to include:
a. Messages
b. Mail, faxes
c. Packages
d. Flowers
e. Sundry items requested by guest
f. Gift items
• All other duties as required.
QUALIFICATIONS:
• Experience: Prior hospitality experience, preferably in a similar position.
• Education: High school diploma.
• General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
• Technical Skills: Thorough knowledge of all hotel services and amenities; ability to provide clear directions.
• Language: Required to speak, read and write English, with fluency in other languages preferred.
