Overnight Guest Experience Host

East Miami Hotel

Location: US - FL - Miami

Nov 5, 2017
Job Details
Nature of the Job

Basic Purpose & Objective of the Position

This position performs a variety of guest service activities in an exceptionally friendly, professional, and efficient manner commensurate with the demands of a world-class hotel. Registers guest, assigns rooms, settles guest accounts, and coordinates with other departments to satisfy guest requests.

Main Duties

Customer Services

* Delivers the brand promise and provides exceptional guest service at all times.
* Provides excellent service to internal customers.
* Handles all guest and employee complaints and inquiries in a courteous and efficient manner. Communicates immediately all guest complaints to EAST Host Supervisors or GE Manager.
* Maintains positive guest and colleague interactions with good working relationships.


* Ensures that all hotel, company and local rules, policies and regulations relating to money handling and licensing are adhered to.


* Organizes, confirms, processes, and conducts all guest check-ins/check-outs, room reservations, requests, changes, and cancellations.
* Secures payment; verifies and adjusts billing. Activates room keys. Processes all guest requests and relays messages.
* Prints contingency lists to have a record of all guests in case of emergency.
* Supplies guests with directions and information regarding property amenities, services, and hours of operation, local areas of interest, tours, and make bookings if needed.
* Ensures all incidents/challenges are properly logged for follow up.
* Ensures that any outstanding requests or problems from the previous day receive priority and are resolved.
* Runs and reviews daily reports/logs.
* Completes designated cashier and closing reports in the computer system.
* Accepts and records wake-up call requests and delivers to appropriate department.
* Counts bank at beginning and end of shift; secure bank.
* Processes all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change.
* Notifies Loss Prevention/Security of any guest reports of theft.
* Ensures all guests have the appropriate authorization amounts.

People Development

* Supports Swire Hotels' cultural and people development implementations and characteristics.

Other Duties

* Attends and contributes to all training sessions and meetings as required.
* Exercises responsible behavior at all times and positively representing the hotel team and Swire Hotels.
* Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organizations.
* Reads the hotel's Employee Handbook and have an understanding of and adheres to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
* Ensures high standards of personal presentation and grooming.
* Responds to changes within Guest Experience, as dictated by the industry, company and hotel.
* Carries out any other reasonable duties and responsibilities as assigned.

Skills, Qualifications and Experience Requirements

* Minimum one year experience at a comparable quality property.
* General knowledge of hotel departments.
* Excellent communication skills - oral and written.
* Excellent guest service skills.
* Knowledge of computer programs utilized in property management.
* Able to work on a flexible schedule, including weekends and holidays.
* Must be able to stand for an entire shift.
* Maintain regular attendance in compliance with East Miami Hotel Standards, as required by scheduling which will vary according to the needs of the hotel.
* Maintain high standards of personal appearance and grooming.
* Comply at all times with East Miami Hotel Standards and regulation to encourage safe and efficient hotel operations.
* Maintain a friendly and warm demeanor at all times.
* Employees must at all times be attentive, friendly, helpful and courteous to all guests, managers and fellow employees.
* Follow proper procedures to all VIP and special guest request.
* Establish and maintain good communication and teamwork with fellow employees and other departments within the hotel.
* Have knowledge of and assist in all emergency procedures as required.
* Handle checked in/out in a friendly, efficient and courteous manner,
* Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
* Answer inquiries from guest regarding restaurants, transportation, entertainment, etc. within the property.
* Any other duties as assigned by supervisor.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
See description above.
Additional Details
Applicants who do not already have legal permission to work in the United States will not be considered.
Customer Service, Front Desk