At Key Hospitality;
Our Mission; provide an exceptional experience to our guests, employees and owners.
Our Vision; we are a community of people working together to nourish a strong, involved, caring culture creating world-class hospitality experiences that surpass expectations each and every time.
Our Values; Respect, Integrity, Value, Responsibility, Transparency, Develop Peers We are authentic, innovative, humble, and passionate leaders driven to anticipate needs and surpass expectations of our coworkers, guests, owners, and the community.
As Guest Services Agent, your job will entail working with a collaborative hotel team that takes pride in excellence and is a great steward of our culture. Your success will be measured primarily by your ability to:
Duties and Responsibilities:
• Offer a genuine smile and greeting before the guest reaches the Front Desk.
• Be available to deal with all guest queries and requests.
• Fully conversant with, and able to sell, all services and facilities available to guests using the hotel.
• Fully conversant with current availability situation at any given time, and also future availability.
• Ensure guest privacy and security and make sure that confidential information is not disclosed.
• Ensure all necessary supplies are available for the front desk and assist Managers with ordering when necessary.
• Cover the overnight shifts and perform any duties related as described in the policies and procedures manual.
• Undertake and complete any special projects, tasks or other reasonable request by your department head and/or Hotel Management.
• Interact with guests in the rooms and related area's operations of the hotel including Front Desk, Bell/Door and Valet Parking to surpass customer (guests, coworkers, brand and owners) satisfaction and quality service while meeting/exceeding financial goals.
Your job description:
Respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.
Respond to inquiries regarding hotel information and guest concerns.
Facilitate guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts ensuring the guests are satisfied.
Regularly calculate and/or post monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.
Coordinate with our valet service, taxi services, and the Airport Connection to provide the maximum level of quality service to our guests.
Provide information and assist in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
Provide guest transportation as required by hotel’s standard operating procedures.
Courteously answers inquiries and accepts reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room rates, increase occupancy and revenue.
Maintain good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up to provide guests with timely and efficient service.
Control cash transactions at the guest services team and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.
Create a work environment that allows for personal growth and development for all associates, encouraging an empowered and engaged workforce while supporting the ABC’s of Key Hospitality.
Follow-up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience.
Our culture is what makes us different. You are expected to champion our vision brought to life by living our mission of providing an exceptional experience to our guests and fellow employees. Making our vision a reality requires working with the best people and modeling the ABC’s of Key Hospitality each and every day, including the Three Key Steps of Service; 1. Always introduce yourself and use the guest’s name
2. Always end each interaction by asking “is there anything else I can do to assist you today?
3. Always ensure that each and every guest leaves our hotel completely satisfied.
It is explicitly your responsibility, as a member of the hotel team to implement and monitor the consistent usage of the Three Key Steps of Service for each and every one of our coworkers. Accomplishing this sets the tone for the culture and high-performance of our hotels. You should champion this culture in every touch point of our business from our coworkers, guests, owners and communities. The service and courtesy you extend and promote on a daily basis will ensure a healthy and productive culture of serving others with excellence.
Maximize Front Desk Revenues: Monitor rooms inventory, make sure hotel is in balance and to sell out. Make sure staff is trained on how to do this. Ensure other revenues including parking and all Market goods are recorded when sold or given away for service recovery.
Establish guest loyalty through seamless service: through leadership and example, establish a friendly, courteous, service-oriented approach to guests that is exhibited by all hotel coworkers. Establish and implement guest service standards for all guest service coworkers, periodically review, identify problems and corrective actions.
Be involved in the community: represent the hotel within the local community, positioning the hotel as a good corporate citizen that is involved and supportive of community affairs.
ENERGY AND DRIVE: Is a competitive person who is consistently driven to accomplish and exceed goals. Creates a sense of urgency in matters that will impact the success of their business objectives.
PERSONAL AND INTERPERSONAL SKILLS: Welcoming and warm personality. Demonstrates genuine care for customers and associates. Sets the tone for others in stressful situations by responding in a cool, calm, and collected way. Creates confidence and trust with others and is viewed by others as honest and direct. Is comfortable in conversing with individuals from a variety of backgrounds and at all organizational levels. Can create an environment where associates thrive and actively seek approval of the manager. Conveys trust in associates and elevates their confidence by encouraging decision making and learning opportunities. Is a self-improver who develops a variety of approaches and communication techniques tailored to each situation.
KNOWLEDGE/SKILLS: Must have 1 year customer service experience. Requires working knowledge of guest services and hotel services, policies or operations. Working knowledge is generally learned on-the-job so expectation is that candidates will be able to gain this knowledge within 90 days of start date. Must be fluent in oral and written English. Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing. Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations. Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
The right candidate must have 1 year of customer service experience with a working knowledge of guest and hotel services, polices and operations. Must be fluent in oral and written English, understand and follow verbal/written instructions, multi-task in a busy environment, be highly organized and detail orientated with excellent customer service skills. Basic computer skills (Word, Excel) needed and Opera experience is a plus.
Key Hospitality offers a full benefits package including medical, dental, 401K with company match, life insurance, short and long term disability insurance and paid time off to full time employees. A pre-employment background and drug screen is required. All submissions must include a resume and full contact information.