Lobby Host-Front Desk Agent

Temps plein

Position

Summary Description

Arlo Hotels, an independent lifestyle hotel, is now actively seeking a dynamic Guest Service Coordinator. Are you passionate about people, driven by purpose, and clever in your approach? If so, keep on reading!! Here at Arlo, we strive to create a sense of awe that leaves those we touch wanting more” ….. 

Responsible for welcoming and assisting in setting the tone for a guest’s experience through the process of checking in and out of the hotel, receiving payment, correcting account and reservation discrepancies, creating and canceling reservations, acting as switchboard relief, and providing luggage assistance; assisting with valet parking and summoning cabs.

Responsibilities And Authorities

• Always treat guests with courtesy and respect in a variety of situations
• Honesty & Integrity
• Connecting with guests daily provides exceptional customer service and creates memorable experiences

• Responds to guest complaints promptly and professionally.
• Reports on guest concerns or comments to the Front Desk Supervisor/Duty Manager
• Establishes and develops long-term customer relationships, providing value and profitability
• Enhances our guests’ stay by creating an inviting atmosphere
• Coordinates and multi-tasks job duties in an active environment
• Assists with summoning the third-party valet service to park guests’ vehicles.
• Assists with summoning cabs for guests and clients.
• Maintains eye contact with guests
• Usage of the guest's name during conversation

Greeting and Welcoming Guests

• Always greets guests in a friendly manner.
• Speaks in clear and discreet sentences.
• Position yourself at the main entrance to open and hold the door for all guests entering and leaving the building.
• Opens vehicle doors and greets guests.
• Uses the guest’s name whenever possible and maintains a professional demeanor at all times.

Check In and Out Services

• Assists guests with kiosk check-in.
• Enters information such as arrival alerts and messages.
• Corrects inaccuracies and discrepancies on guest accounts.
• Post charges to guest accounts.
• Completes daily high balance checks.
• Checks groups and tours in and out.
• Confidently sells the hotel to prospective guests by showing familiarity with guest rooms, facilities, and amenities. 
• Updates all guest profiles with correct billing information, preferences, special requests, etc.

Luggage Assistance

• Assist arriving guests with luggage upon entering and exiting the building.
• Escort guests to their room and handle luggage.
• Secure and store luggage for guests.
• Retrieve luggage for departing guests.
• Lifts luggage and uses bell carts to assist guests.

Arrivals and Room Moves

• Escort guests to their room with luggage.
• Familiarize guests with in-room facilities, TV, Thermostat, lighting, and features in the room.  
• Conduct guests’ orientation of outlets, fitness center, general area attractions, etc.

• Coordinate with the Front Desk in regard to room moves. 

Guest Interaction

• Maintains good posture when interacting and greeting guests.
• Assists and coordinates with the Front Desk for any special requests.
• Familiarize themselves with all VIPs and Arrivals
• Assists with guest requests, errands, deliveries, etc.

General Store

• General Store maintenance
• Conduct sales within the General Store
• Understand the product within the General Store and can speak to the product
• Report inventory monthly on all stock/product

Guest Services Responsibilities

• Reports any guest concerns or comments to the Director of Front Office and Front Office Managers/ Supervisor(s)
• Provides Concierge services to guests.
• Investigate guest charges to resolve guest complaints.
  • Investigate guest charges to resolve guest complaints.
  • Checks messages and mail.
  • Books guest reservations for individuals via telephone, walk-in, email, or fax from within the hotel in accordance with hotel standards and reservations scripts.
  • Up selling rooms where possible according to established procedures to maximize revenues.
  • Assists with guest luggage to and from the room when needed.
  • Deliver packages (mail, faxes, etc.) to the guest room when needed.
  • Assists in calling and retrieving cabs for guests upon request.
  • Any other requests for duties from management.

• Reconciliation

  • Balance cash daily.
  • Deposit received cash in the safe and return the personal and/ or individual floating bank to the issued safety deposit box.
  • Ensure all billing and paperwork are done in accordance with accounting standards.
  • Proper handling of sensitive and confidential guest material and information is understood and held professionally.

  Cash Handling

  • Accept advance deposits for guests and post the advance to guests' accounts.
  • Makes change and balances the personal and/or individual floating bank.

  Requirements

  • Minimum Hospitality, Retail, or Services-related industries experience preferred
  • Must be able to stand for periods of time (Up to 6 hours)
  • Efficient in Computer and Typing Skills.
  • Ability to lift 50lbs

  Disclaimer

  This job description is a broad summary of the job duties, activities, and responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

  EEO Statement

  We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.