Guest Care Associate

Job Description

PRIMARY PURPOSE: To increase customer satisfaction by providing efficient and courteous Front Desk service in accordance with the brand standards of company.

RESPONSIBILITIES

Meets and exceeds customer and team member expectations by providing service and teamwork
Provides value added service to customers by doing whatever reasonable and possible to meet or exceed customer expectations
Provides quality service to the customer by anticipating guests’ needs, responding to their requests promptly, efficiently, and courteously during check-in, check-out, and throughout stay
Registers, processes, and greets customer promptly, welcoming him/her to the hotel
Responds to customer requests for information about the hotel
Arranges for special services requested by the customer
Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
Arranges fulfillment of customer services by working with courtesy van staff, housekeeping, reservations, and maintenance
Minimizes loss of revenue by adhering to all established credit and inventory control procedures
Ensures all customers establish a form of payment upon check-in
Monitors customer accounts to ensure adherence to hotel credit limits and verifies accuracy of registration information
Improves timeliness of cash flow by adhering to all established credit and inventory control procedures
Verifies all information on reservations check-in; name, address method of payment, etc.
Identifies and records special billing instructions
Completes shift closing accurately by getting appropriate approval signatures and authorization codes
Adheres to hotel policies regarding the use of cash banks, drop/deposit logs, etc
Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
Properly processes customer mail, messages, and packages to insure their receipt by customers
REQUIREMENTS

High School diploma
1-2 years experience working as a hotel front desk agent preferred
Competent computer skills including knowledge of Microsoft Word and Excel
Experience using hotel reservation system such as FOSSE or OnQ is a plus.
Organization skills and attention to detail
Friendly and customer service oriented
Good interpersonal and problem solving skills
Ability to work weekends is required
1st, 2nd, 3rd shift flexibility is preferred
JOB SETTING AND PHYSICAL DEMANDS

Employees in this position work primarily indoors. To perform the job successfully the candidate must be able to use a computer and other standard office equipment, talk to customers on the phone, and maintain a calm demeanor when dealing with customer issues. Employees must also be able to walk and stand for long periods of time. Fluency in the English language and the ability to speak, hear, read and write are required as is the ability to work any hours/days of the week necessary to meet business requirements.

Disclaimer

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of people assigned to this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. All employees may be required to perform activities outside of their normal job responsibilities from time to time as needed.

EOE - All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability or veteran status.

Brand: Aloft
Address: 4875 Tanger Outlet Blvd. North Charleston, SC - 29418
Property Description: 32 - Aloft - Charleston, SC
Property Number: 32

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