Guest Services Agent

The Doyle Collection USA
Washington, DC
Apr 20, 2017
Apr 21, 2017
Accountant, IT
Full Time
The Doyle Collection At The Doyle Collection we are leaders in developing and setting standards of excellence in the luxury sector of the hotel industry, one of the world's most dynamic and successful industries. A select group of urban havens in five major cities throughout Ireland, the UK and the USA, The Doyle Collection employs over one thousand of the most skilled, professional and dedicated people that the industry has to offer. Our hotels inhabit the most fashionable quarters of the most sought-after cities, and each one is a unique reflection of its setting. We understand that every Guest is unique and our team strives to create individual moments of warmth and acknowledgement for our business and leisure travellers. Each member of The Doyle Collection team is an ambassador of our brand values: Generosity, Personal and Belonging. The Hotel now has an excellent opportunity available for a Guest Services Agent to join our team Purpose: The Guest Services Agent greets and register guests, providing prompt and courteous service. Checks guests in and out of the hotel. Resolves guest challenges throughout their stay in our hotel. Promotes hotel services, amenities and up sells products to the guests. Key Responsibilities: Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guests needs. Codes electronic keys. Non-verbally confirms the room number and rate. Ensures guest knows location of room, and arranges for team member to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest. Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks and other forms of payment. Converts foreign currency at current posted rates. Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to and understands requests, responds with appropriate action and provides accurate information on outlet hours, VIP programs, events, etc. Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions. Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for guests as requested. Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiates results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgment and discretion. Attempts to communicate with guests in guests native language, if applicable Remains calm and alert, especially during emergency and/or heavy total activity and resolve complications such as location changes or credit issues Coordinates with Bell Service team members to escort guests to/from their rooms as appropriate Provides safety deposit boxes for guests by escorting them to the vault pulling the box from the vault and carrying it to the guest Operate various office machines The ideal candidate for this position: Considerable skill in the use of a calculator to perform moderately complex mathematical calculations without error Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts Ability to read, listen and communicate effectively in English, both verbally and in writing Ability to access and accurately input information using a moderately complex computer system Benefits package: Competitive salary Meals on Duty Provision and laundry of uniform Discounted Health Insurance Employee Discounts Educational Support Employee Recognition Awards The Doyle Collection is an equal opportunities employer. We do not require the assistance of recruitment agencies at this time . Job Posted by ApplicantPro