Guest Service Agents at RMS Construction in Stamford, CT

GUEST SERVICE AGENTS Part Time · Location: The Lloyd Hotel, Stamford, CT, US ROLE RESPONSIBILITIES: • Responsible for the prompt, efficient, and courteous check in and check out of guests. • Ensure efficient communication with team members, vendors, and guests. • Maintain a welcoming attitude and respond to all service questions and requests. • Responsible for safeguarding both the hotel’s guests and its assets by following all established in the hotel’s policies and procedures. • Responsible for collecting payment for services rendered during a guest stay, and for meeting many other guests’ needs during their stay. • Responsible for following company policies and procedures, maintaining confidentiality, protecting company assets, and upholding quality standards. • Ensuring your uniform, personal appearance, and communications are professional. • Accountable for processing check-ins and check-outs in a friendly, efficient, and courteous manner. • Creates reservations and processes special requests. • Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services. • Works as a team player in meeting guests' needs. • Provides gracious and efficient telephone services. • Responds to incoming calls and emails promptly and knowledgeably ensuring accurate information. • Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner such as, but not limited to: • Meeting Space Checklist • Rooftop Checklist (When in season) • EOS • Siena Restaurant Log (If the email gets sent within their shift) • Guest complaint log (If any) • Prepares for daily arrivals and creates room keys for incoming guests. • Accepts and provides wake up calls for guests. • Collaborates effectively with other service departments to effectively manage guest services. • Listen, apologize with empathy, and direct the complaint to the proper supervisor when resolving guest problems. • Processes customer credit at check-in/out in accordance with hotel policy • Communicate and answer inquiries from guests regarding booking, hotel/local amenities, restaurants, transportation, entertainment, etc. • Determine a guest's reservation status and identify how long the guest will stay. • Help guests’ complete registration cards, and then assign rooms, accommodating guest’s special requests whenever possible. • Verify the guest's method of payment and follows established credit-checking procedures. • Follow all cash handling and credit card authorization policies. • Be aware of all rates, packages, and special promotions. • Be familiar with BEO/GEO reports and all in-house groups and meetings. • Make sure the meeting room is set up and broken down accordingly. • Be aware of closed out and restricted dates. • Obtain all necessary information when taking room reservations and follow the rate-quoting scenario. • Have knowledge of emergency procedures and aid as needed. • Always use proper two-way radio etiquette when communicating with other employees. • Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system. • Be able to complete a front desk reports and housekeeping reports such as, but not limited to: 1. Unbalanced Folios - Daily 2. Exceeded Credit Limit - Daily 3. Siena Restaurant Room Charge Log – Daily 4. Guest Complaint Log – When needed. • Balance and prepare individual paperwork for closing of shift according to hotel standards. ROLE REQUIREMENTS • Maintain market promotions and guest programs. • Maintain a clean work area. • Assist guests with safe deposit boxes and requests. • Communicate with Maintenance and Management when something is out of order and properly create Maintenance slip request in a timely manner.   • Ability to work 7am – 3pm and 3pm – 11pm shifts, weekends are required