Guest Relation Host

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? Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
? Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, and build trust.
? Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
? Address guests' service needs in a professional, positive, and timely manner.
? Thank guests with genuine appreciation and provide a fond farewell.
? Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper).
? Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
? Assist other team members to ensure proper coverage and prompt guest service.
? Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
? Speak to guests and co-workers using clear, appropriate and professional language.
? Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
? Provide assistance to coworkers, ensuring they understand their tasks.
? Talk with and listen to other team members to effectively exchange information.
? Exchange information with other team members using electronic devices (e.g. email).
? Activate room keys using electronic key machine and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
? Ensure rates match market codes and that any exceptions are documented and include an explanation.
? Process all guest check-ins and confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
? Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, and requesting comments on guest's stay.
? Accommodate requests for room changes when possible.
? Communicate to appropriate staff that there are guests that are waiting for an available room.
? Verify and adjust billing for guests.
? Set up accurate accounts for each guest upon check-in according to their requirements (e.g. sharing guest, separate room/tax/incidentals, comp).
? Assign room according to guest request and preferences whenever possible.
? Advice guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
? Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
? Clear departures in computer system to document those rooms are no longer occupied.
? Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
? Review requests for late check-outs and approve according to occupancy.
? File guest paperwork or documentation.
? Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
? Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
? Identify and explain room features to guests (e.g., use of room key, mini-bar, ice, in-room safe, valet laundry services).
? Follow up with guests to ensure their requests or problems have been met to their satisfaction.
? Receive, record, and relay messages accurately, completely, and legibly.
? Contact appropriate individual or department (e.g., Bellman, Operator, Housekeeping, Engineering, and Security) as necessary to resolve guest call, request, or problem.
? Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
? Answer, record, and process all guest calls, requests, questions, or concerns.
? Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
? Count bank at end of shift and secure bank.
? Provide change to guests.
? Cash guests' personal checks and traveler's checks.
? Balance and drop receipts according to Accounting specifications.
? Process all payment types such as room charges, cash, checks, debit, or credit.
? Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
? Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
? Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
? Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
? Maintain awareness of undesirable persons on property premises.
? Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
? Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
? Protect the privacy and security of guests and coworkers.
? Maintain confidentiality of proprietary materials and information.
? Follow company and department policies and procedures.
? Ensure uniform, name tags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
? Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
? Perform other reasonable job duties as requested by Supervisors.

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