Guest Service Agent - SpringHill Suites New York

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SpringHill Suites Midtown South Gramercy

Guest Service Agent - SpringHill Suites New York

New York, NY
Full Time
Paid
  • Responsibilities

    Guest Service Agent

    Location:

    SpringHill Suites by Marriott®

    New York Midtown Manhattan/Park Avenue

    111 E 24th Street / New York, NY 10010

    SUMMARY:

    To assist guests efficiently, courteously, and professionally in all Guest Service related functions and to maintain high standards of service and hospitality.

    RESPONSIBILITIES:

    • Provide the highest quality of service to the customer at all times. Promptly and effectively deal with guest complaints and requests.
    • Check guests in and out efficiently and in a friendly manner.
    • Post guest charges and compute guest bill, collect payment and make change for hotel guests following all cash handling procedures as required by M&R Hospitality Management.
    • Handle guest mail and messages per established procedures. Be very knowledgeable of Rewards program and promotions.
    • Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies.
    • Take reservation requests efficiently.
    • Answer switchboard in accordance with standards of proper telephone etiquette.
    • Block rooms and handle special requests.
    • Monitor room availability.
    • Handle safe deposits by guests per established procedures.
    • Keep lobby, back office and desk area clean and presentable.
    • Have a thorough knowledge of emergency and security procedures.
    • Offer and properly handle requests for wake-up calls.
    • Know how to clean guest rooms to standards.
    • Open and close shift; make cash drops.
    • Ensure all credit cards, cash, and change fund are balanced throughout each shift.
    • Inform management of any guest or systems related complaints or problems.
    • Communicate with incoming staff and management by logging pertinent information in the pass on log.
    • Keep maintenance informed of all maintenance needs.
    • Pass on guest lost and found inquiries to management or supervisors.
    • Assist in marketing effort by completing Company Tracking nightly.
    • Must wear proper uniform at all times in accordance with the Standards of Appearance. Have a thorough knowledge of emergency procedures.
    • Practice safety standards at all times.
    • Be able to move luggage or packages weighing up to 40 lbs.
    • Each associate will be required to follow the rules as found in the M&R Employee Handbook
    • Perform other duties as assigned by management, of which employee is capable of performing