Description
THIS IS A SEASONAL POSITION- Will begin April 30th and end in earl October
Essential Functions:
- Assist Rooftop Bar Patron members with all inquiries including key access for Patrons as well as guests of Patrons.
- Action all guest recognition activities by making sure that all details is ascertained prior to guest arrival and communicated to extended team for execution with the utmost efficiency.
- Review the reservations detail reports seven days prior to arrivals to check for possible repeat guests and all VIPs. Check if correct profiles are used, leave traces for missing information, check history, update profiles and merge duplicate profiles.
- Coordinate all details for all arrivals by clarifying arrival information, updating guest profiles, ensuring perfect room allocation, assigning amenities based on preferences, and verifying guest contact information and travel arrangements.
- Ensure full compliance on the Guest Return and Guest VIP Amenities Program (To Be Detailed.)
- Ensure all arrival guest rooms are arranged according to their preference with the assigned amenities.
- At 1-2 days prior, cheeck arrival list for all guests with special occasions visit according to our repeat guest program and arrange upgrades and/or amenities.
- Engages with potential guests to confirm reservations.
- Prepare all amenity cards and ensure that all cards are personalized and hand written.
- Work closely with IRD and F&B team to ensure all amenities delivery process is smooth and sophisticated.
- Recommend new services or procedures for other departments in the hotel impacting guest satisfaction.
- Manage the administrative process of the Long Stay Guest Program.
- Manage the Guest Preference Collection Program and prepare results bi-monthly.
- Review data audit from HIS and ensure all missing fields are completed.
- Prepare and submit daily Guest Incident Reports.
- Respond within one day to any guest complaints and within five days to a guest comments in writing, based on Culture Service standards of problem resolution and recovery.
- Update guest profiles with guest comments and feedback through guest preference collection slips, guest comment cards / letters, Market Metrix and Guest Incident Reports.
- Conduct training for all guest profile and data entry procedures to ensure inputting is done according to Culture Service standards and procedures.
- Brief other departments when required to increase awareness and to emphasize the importance of guest history and quality guest preferences.
- Is able to take or assist with reservations.
- Is able to assist at PBX.
- Resolves guest complaints to the satisfaction of the customer by being guest centric, friendly and caring. Communicates to Management any problems, complaints or unhappy guests.
- Responds quickly to all guest requests in a professional manner, consistently follow up to ensure guest satisfaction that meets and exceed our services standards.
- Possesses in-depth knowledge of room types, styles, accommodation differentials, configurations and is able to articulate these to guests or potential guests.
- Attend morning meetings and/ or PM meetings to ensure that all comments and guest requirements are updated prior to guest arrival and ensure that all details are properly documented
Requirements
Secondary Functions:
- Communicates effectively and genuinely with guests, team members and other departments.
- Recommend new services or procedures for other departments in the hotel impacting guest satisfaction.
- Support the administrative process of the Long Stay Guest Program.
- Maintains a friendly and caring demeanor at all times in a fast paced environment.
- Maintains a professional image at all times that falls within the hotel and company guidelines for appearance and dress.
- Demonstrates team work by co-operating and assisting colleagues as needed.
- Provides all Front Desk Assistant job duties like registering guests into the hotel in a prompt and courteous manner, using up-selling techniques to maximize room rates; preparing for group check-ins and check-outs, and VIP arrivals.
- Works closely with Sales and Reservations in order to fulfill all special requests for groups, VIP’s, etc.
- Becomes informed of events/functions in the hotel during shifts.
- Maintains a house bank and keeps an accurate report of daily receipts and deposits.
- Is able to work with and understand basic financial data and information.
- Is able to find guest centric solutions (hugs the guest).
- Promotes hotel services, facilities and outlets, provides the guest with information such as local attractions and directions.
- To constantly strive to delight and exceed guest expectations with whom he/she may come into contact during his/her working hours.
- Control and analyse departmental costs in respect to guest amenities to ensure performance is within budget.
- To respond to any changes in the operations as dictated by the industry, company or hotel.
- Coordinate data exchange with reservations for guest history.
- Attend morning meetings and/ or PM meetings to ensure that all comments and guest requirements are updated prior to guest arrival and ensure that all details are properly documented.
- Perform any other reasonable duties as required by the Front Office Manager and Hotel Manager from time to time. This will include but is not limited to assisting with overflow of telephone calls, covering breaks and meal times for the Telephone Operator.
- Cooperate and coordinate teamwork with other departments at all times.
Essential Functions:
- Any and all other duties deemed necessary by a member of management.
- Be involved in departmental meetings and committees.
- Attends Denihan training classes as schedule and hotel occupancy permits.
Required Qualifications:
- Previous luxury hotel front desk experience of a minimum of two years.
Job Info
New York, NY
Posted on:
Position Available: Immediately
Work Permit: Applicants who do not already have legal permission to work in the location of this job will not be considered.
Management Position: No
Entry Level: Yes
Contact Info
Hiring Contact: Kelly Amador
Contact Title: Recruitment Coordinator
Phone: (212) 465-3700
Fax: (212) 465-3511
Address: 551 Fifth Avenue, 10th Floor , New York, NY, 10176, US
Description
THIS IS A SEASONAL POSITION- Will begin April 30th and end in earl October
Essential Functions:
- Assist Rooftop Bar Patron members with all inquiries including key access for Patrons as well as guests of Patrons.
- Action all guest recognition activities by making sure that all details is ascertained prior to guest arrival and communicated to extended team for execution with the utmost efficiency.
- Review the reservations detail reports seven days prior to arrivals to check for possible repeat guests and all VIPs. Check if correct profiles are used, leave traces for missing information, check history, update profiles and merge duplicate profiles.
- Coordinate all details for all arrivals by clarifying arrival information, updating guest profiles, ensuring perfect room allocation, assigning amenities based on preferences, and verifying guest contact information and travel arrangements.
- Ensure full compliance on the Guest Return and Guest VIP Amenities Program (To Be Detailed.)
- Ensure all arrival guest rooms are arranged according to their preference with the assigned amenities.
- At 1-2 days prior, cheeck arrival list for all guests with special occasions visit according to our repeat guest program and arrange upgrades and/or amenities.
- Engages with potential guests to confirm reservations.
- Prepare all amenity cards and ensure that all cards are personalized and hand written.
- Work closely with IRD and F&B team to ensure all amenities delivery process is smooth and sophisticated.
- Recommend new services or procedures for other departments in the hotel impacting guest satisfaction.
- Manage the administrative process of the Long Stay Guest Program.
- Manage the Guest Preference Collection Program and prepare results bi-monthly.
- Review data audit from HIS and ensure all missing fields are completed.
- Prepare and submit daily Guest Incident Reports.
- Respond within one day to any guest complaints and within five days to a guest comments in writing, based on Culture Service standards of problem resolution and recovery.
- Update guest profiles with guest comments and feedback through guest preference collection slips, guest comment cards / letters, Market Metrix and Guest Incident Reports.
- Conduct training for all guest profile and data entry procedures to ensure inputting is done according to Culture Service standards and procedures.
- Brief other departments when required to increase awareness and to emphasize the importance of guest history and quality guest preferences.
- Is able to take or assist with reservations.
- Is able to assist at PBX.
- Resolves guest complaints to the satisfaction of the customer by being guest centric, friendly and caring. Communicates to Management any problems, complaints or unhappy guests.
- Responds quickly to all guest requests in a professional manner, consistently follow up to ensure guest satisfaction that meets and exceed our services standards.
- Possesses in-depth knowledge of room types, styles, accommodation differentials, configurations and is able to articulate these to guests or potential guests.
- Attend morning meetings and/ or PM meetings to ensure that all comments and guest requirements are updated prior to guest arrival and ensure that all details are properly documented
Requirements
Secondary Functions:
- Communicates effectively and genuinely with guests, team members and other departments.
- Recommend new services or procedures for other departments in the hotel impacting guest satisfaction.
- Support the administrative process of the Long Stay Guest Program.
- Maintains a friendly and caring demeanor at all times in a fast paced environment.
- Maintains a professional image at all times that falls within the hotel and company guidelines for appearance and dress.
- Demonstrates team work by co-operating and assisting colleagues as needed.
- Provides all Front Desk Assistant job duties like registering guests into the hotel in a prompt and courteous manner, using up-selling techniques to maximize room rates; preparing for group check-ins and check-outs, and VIP arrivals.
- Works closely with Sales and Reservations in order to fulfill all special requests for groups, VIP’s, etc.
- Becomes informed of events/functions in the hotel during shifts.
- Maintains a house bank and keeps an accurate report of daily receipts and deposits.
- Is able to work with and understand basic financial data and information.
- Is able to find guest centric solutions (hugs the guest).
- Promotes hotel services, facilities and outlets, provides the guest with information such as local attractions and directions.
- To constantly strive to delight and exceed guest expectations with whom he/she may come into contact during his/her working hours.
- Control and analyse departmental costs in respect to guest amenities to ensure performance is within budget.
- To respond to any changes in the operations as dictated by the industry, company or hotel.
- Coordinate data exchange with reservations for guest history.
- Attend morning meetings and/ or PM meetings to ensure that all comments and guest requirements are updated prior to guest arrival and ensure that all details are properly documented.
- Perform any other reasonable duties as required by the Front Office Manager and Hotel Manager from time to time. This will include but is not limited to assisting with overflow of telephone calls, covering breaks and meal times for the Telephone Operator.
- Cooperate and coordinate teamwork with other departments at all times.
Essential Functions:
- Any and all other duties deemed necessary by a member of management.
- Be involved in departmental meetings and committees.
- Attends Denihan training classes as schedule and hotel occupancy permits.
Required Qualifications:
- Previous luxury hotel front desk experience of a minimum of two years.
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