Job Description
Job Details
Description Purpose of the Position: To provide exceptional service to all guests, fellow team members and visitors, in addition to performing night audit and other relevant overnight Hotel procedures and services.
Primary Responsibilities Duties are as follows but not limited to:
- Uphold and adhere to the Hotel Emma Purpose of Being, Service Promises and Values & Behaviors.
- Ensure the accurate completion of night audit functions. Must be able to perform all night audit functions if needed.
- Maintain knowledge of daily house count, arrivals/departures, VIPs, scheduled in-house group activities, locations and times.
- Maintain complete knowledge of guest room types, locations and room numbers/names.
- Handle incoming calls with an emphasis on guest service according to the Standard Operating Procedure for Telephone Etiquette, communicating information, and influencing call conversion.
- Processes work order/guest requests through designated systems and channels.
- Handle incoming Switchboard/PBX phone calls and internal phone calls from guest rooms and other hotel departments. Field guest requests in a professional, proactive manner.
- Be familiar with all Hotel services, features and local attraction, activities to respond to guest inquiries accurately.
- Resolve guest complaints, ensuring guest satisfaction and briefing the Manager on Duty.
- Take guests’ food & beverage orders, utilizing suggestive selling techniques and following all departmental standards. Ensure accuracy of guests name and room number of each order for delivery. Input orders into POS system; ensure authorization for room charges.
- Maintain complete knowledge of all alcoholic and non-alcoholic beverages brands.
- Maintain knowledge of the particular characteristics and description of every wine/ champagne by the glass and all wines on the wine list.
- Maintain complete knowledge of all menu items, preparation method, ingredients, sauces, preparation time, garnishes, presentation and prices.
- Interact with other team members in a professional manner, and assist other departments as needed.
- Communicate all pertinent information to the Front Office Manager and Assistant Front Office Manager.
- Report to work for scheduled shift, on time and in accordance with company policy.
- Know and comply with all company policies and procedures pertaining to this position and its duties.
- Provide support when there is a queue which includes and not limited to proactively welcome all guests with a smile and genuine care for their Hotel Emma experience, complete all registration procedures, including establishing payment method, confirmation of reservation details, and communication of hotel amenities/services and ensure that all arriving guests are offered a welcome tour and are walked to their guest room.
- Work closely with the Bellman to coordinate guest requests for the House car.
- Work closely with Loss Prevention for incoming guest packages to notify guest according to the Standard Operating Procedure.
- Take and deliver food and beverage in-room dining orders to guests of Hotel Emma according to Hotel specifications and standards, courteously and efficiently.
- Maintain complete knowledge of TABC and food handling guidelines.
- Takes pride in personal appearance and follows hotel grooming guidelines.
- Be knowledgeable of all emergency procedures and hotel policies.
Job Requirements - Position requires effective communication with guests and co-workers.
- Ability to present and conduct oneself professionally and emulates the Hotel Emma Culture.
- Prior related service experience and related experience with Point of Sale System.
- Ability to work an early morning/evening/night schedule with shifts ending as late as 11:30pm.
- Current TABC and Food Handler’s certifications.
Working Conditions/Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Ability to lift up to 20 pounds. Prolonged sitting, standing, and bending without restrictions. Schedule will reflect business demands. Long and unusual hours on occasion. Strong listening skills and empathetic ear for guest related concerns.
Job Tags
Local area, Shift work, Afternoon shift, Early shift,