Guest Services Intern

Crescent Hotels & Resorts
Fairfax, VA
Jan 24, 2022
Jan 29, 2022
Full Time
Guest Services Intern 2022 Horseshoe Bay Resort We have an excellent opportunity for a Hospitality Internship at beautiful Horseshoe Bay Resort! Join our Rooms Division team as a Guest Service / front of house Intern.Definition:The Guest Service Intern will be assisting guests at the front desk while providing the highest level of service possible in an efficient, courteous, and professional manner by adhering to guidelines and procedures. Possible shifts in Night Audit being responsible for posting, balancing, and settling charges for rooms, food/beverage, and resort amenities. Maintains files and resets the system for daily operations.General Duties:Responsible for the efficient and professional running of the front desk, including relationships with other departments.Report to work on time, in proper and clean uniform, including name tag.Handle all cash duties according to hotel policies, procedures internal rules and standards. Conform to cash handling procedures at all times.Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedures and events.Get a daily briefing about events to effectively deal with all foreseen situations on a daily basis.Have knowledge about room rates, packages, discounts and promotions and know how to handle each.Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.Each associate is expected to carry out all reasonable requests by management which the associate is capable of performing.Operate Agilysys software, take same day reservations and know how to enter a reservation into Agilysys.Perform guest registration and room assignment and accommodate special requests of all customers.Answer the phones according to the standards of proper etiquette and as fast as possible (no more than three rings.) Know how to handle safe deposit boxes.Handle mail and messages properly and on a confidential basis.Ensure the cleanliness of the front desk and back office area at all times. Utilize spare time for cleaning. Keep computer equipment clean at all times.Assist all guests in problems and questions as required. Ensure that all guest problems are resolved.Assist fellow associates in their jobs to ensure that all jobs are done on time.Use your PMS password with discretion; log off the terminal when leaving the area.Ensure proper credit when checking out guests and provide the guests with a 0 balance invoice.Handle late charges according to the procedure.Bank out at the end of the shift by following procedures strictly.Report any unusual occurrences or requests to the manager.At all times, strive to represent Horseshoe Bay Resort in the most professional manner.Stand alert at all times, greet guests immediately and offer assistance before the Guest needs to ask. Focus you total attention to the customers.Be familiar with the AM, PM and Graveyard shift daily checklists to ensure smooth daily operations.Maintain safety by adhering to safety policies; be responsible to report all accidents immediately. Support all safety programs. Ensure that proper safety instructions are given before operating any equipment.Employment Standards:Good logic, maturity, typing, and computer skillsHigh school diploma or equivalentPleasant demeanor, ability to deal with the public, sense of priority, self-starterMust be well groomed and conform to the hotels dress code to include closed toe shoes.Stay informed about daily operations and eventsKnow all frequent customers and members and be familiar with their special requests. Ensure that their needs are met.1 2 weeks training in Reservations officeMust be able to learn and utilize with proficiency multiple software programs particular to the hotel industry including MS Office and MS Outlook (ie property mgmt systems, room and suite availability, housekeeping and engineering systems)Must be able to deal with the public in a professional and courteous manner, to include conflict situations.Be knowledgeable about all emergency plans and know how to act upon them.Have good knowledge about the area and the environment.Must be able to comprehend reading materials; speak, read and write English.Maintain a clean, safe and environmentally responsible work environment.Must be able to interact with co-workers and have a sense of TEAM.Physical & Mental Requirements:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.Must have the physical strength, stamina and agility to perform the assigned duties.The employee must frequently lift and/or move up to 50 pounds.Follow all company and safety and security policies and procedures.Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.Report maintenance needs, accidents, injuries and unsafe work conditions to manager.Requires problem solving abilities.Maintain a clean, safe and environmentally responsible work environment.Must be able to interact with co-workers and have a sense of TEAM.Demonstrated understanding and knowledge of the application of sanitation procedures.Required Certifications:Minimum age requirement 18+ (21+ if driving licensed Resort vehicle)Valid drivers license and ability to meet the requirements of driver insurability as established by the insurance carrier required.Must be able to pass pre-employment drug screen testHigh school diploma or equivalentMust be enrolled in college with major in related fieldInternship Specific Requirements:Will assist management on special projects throughout course of internshipMay rotate through multiple areasMid-term and Final evaluations to be completed by managerSpring, Summer, or Fall semestersHSBR associate housing is available so call for more details - 830- - .Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)