We are currently looking for a Guest Service Agent. At Holiday Inn Express® we want our guests to rest and feel energized and ready for the day ahead which means we need team members to demonstrate the following service behaviors:
- Make a Connection - show guests that they are important and make them feel at ease by taking time to acknowledge them in a friendly way
- Be Helpful - familiarize yourself with all the services in the hotel and the local area to answer any question and give guests what they need to find their own way
- Be Efficient - take ownership and play your part to get things done by making things easier for guests; doing as much as in advance and multi-task when you need to
Areas of Accountability:
Achieve ultimate in guest satisfaction:
- Oversee and participate in the prompt and courteous handling of all guest concerns as necessary, including, but not limited to: check-in and check-out; telephone and personal inquiries; luggage and vehicle handling; and travel information.
- Ensure rooms security by maintaining effective key control and confidentiality.
- Motivate self and associates by displaying excellence in customer service.
Exceed guest expectations by ensuring we provide superior service and teamwork:
- Ensure all hotel products and services are delivered efficiently and in a timely manner.
- Consistently communicate information and requests to associates to ensure teamwork generates exceptional guest service. Follow up with other departments as necessary.
- Use tools such as daily logbook to communicate information.
- Follow standard cash-handling policies and procedures.
- Comply with check-in and check-out procedures for individual and group/tour activity
Maintain clean and safe working conditions within department and hotel:
- Ensure all associates comply with safety rules and procedures.
- Notify management of any problems or discrepancies.
- Take corrective action, where required, to improve safety of work areas.
Perform tasks specific to Guest Services team:
- Accurate and Timely check-in and check-out of hotel guest
- Perform Reservations duties, as required
- Perform switchboard duties, as required
- Daily balancing of individual work, as well as maintaining a cash float
- Maintain a clean and safe work environment
- Provide excellent guest service, meeting and exceeding guests needs and request
- Be empowered to solve a guest’s problem immediately to ensure guest satisfaction
- Complete additional duties as required by the Front Office Manager and as noted on the Daily Checklist
- Act as an ambassador for our Brand
General:
- Foster spirit of teamwork while ensuring the department provides superior customer service to hotel employees and guests alike in a cooperative and harmonious working climate.
- Focus on consistent delivery of Holiday Inn Standards for guest service, Mission, and Values
- Resolve any areas of concern relating to the safety and security of guests or staff.
- Maintain high level of integrity by respecting the privacy of guests and associates.
- Ensure management is informed of all unusual activity and matters of significance.
- Perform all duties in a timely and efficient manner in accordance with established corporate policies and procedures to achieve the overall objectives of this position
Company Benefits:
- Excellent travel benefits with IHG hotels worldwide
- Group insurance plan
- Free Staff Parking
- Discounted staff meals
- MetroX Bus stops just outside hotel entrance
|
