Guest Relations Agent

POSITION PURPOSE :

Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel.

Upgrades guests, as required. Promotes hotel services, amenities and upsells products to the guests in accordance with Five Star Service Standards.

EXAMPLES OF DUTIES

ESSENTIAL FUNCTIONS :

Average Percent of Time

30%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 guest needs. Codes electronic keys. Non-verbally confirm the room number and rate.

Promotes and administers Trump Hotels Marketing Programs such as Trump Card, for arriving guests. Ensures guest knows location of room, and arranges for Associate to accompany guest to room.

Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guests.

20%Ensure 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.

15%Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.

10%Receives special requests from guests, and responds appropriately or forwards requests to appropriate Associates for decisions and actions.

10%Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other Associates of special guest needs.

Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.

10%Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.

Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

Attempts to communicate with guest in guest's native language, if applicable.

Remains calm and alert, especially during emergency and / or heavy hotel activity, and resolve complications such as location changes or credit issues.

Summons Bell Services Associates to escort guests to / from their rooms as appropriate.

Provides safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the guest.

Operate various office machines.

Performs duties as assigned by Director of Front Office and Front Office Manager

PHYSICAL REQUIREMENTS :

Frequency Key : Never 0 hours; Rare up to 1 hour; Occasional 1-3 hours; Frequent 3-6 Hours; Constant 6-8 hours

Physical ActivityFrequency

Sitting Occasional

Walking, standing Constant

Climbing stairs Occasional

Crouching / Bending / Stooping Occasional

Pushing / Pulling Occasional

Stooping Frequent

Lifting and carrying Occasional - up to 20 pounds.

Reaching Constant

GraspingConstant

Talking Constant

Hearing Constant

Near Vision Constant

Far Vision Constant

Smell Rare

Travel Rare

SAFETY REQUIREMENTS

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety.

The hotel will provide the required PPE. Associates will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.

ORGANIZATIONAL RELATIONSHIPS

Positions reporting directly to this position (titles) :

None

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

Considerable skill in the use of a calculator to prepare 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.

QUALIFICATION STANDARDS

EDUCATION

High School graduate or equivalent required. 4 year college degree preferred with emphasis in Hospitality.

EXPERIENCE

1 - 2 years of prior guest service experience are preferred. Prior hospitality experience also preferred.

LICENSES OR CERTIFICATES

CPR certification and / or first aid training preferred.

GROOMING

All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and / or required articles of clothing will be explained to you as a part of the orientation process.

OTHER

Additional language ability is strongly preferred

Equal Opportunity Employer

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status, or any other characteristic protected by law