Guest Service Agent- Houseperson

SUMMARY:

To assist guests efficiently, courteously, and professionally in all Guest Service related functions and to maintain high standards of service and hospitality. Responsible for general cleaning and maintenance duties and a variety of cleaning tasks in public areas and suites.

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.

• Lobby: Clean all fingerprints off glass doors, Registration Desk and run vacuum cleaner. Public Restrooms: Clean Sink, Toilet, Mop Floor - Replenish supplies as needed.

• Exercise Room: clean all mirrors, wipe all equipment, take out trash, run vacuum cleaner, clean glass doors. Water flowers for the entire outside of hotel.

• Guest Laundry: clean washer/dryer, table, mop floor as needed.

• Help with excessive laundry when required.

• General cleaning of offices and Front Office areas. General cleaning of Associate break room.

• Associate bathroom: clean sink, toilet, mop the floor. Replenish toilet paper and paper towels as needed.

• Communicate changes in suite status with the Front Desk.

• Assist the Chief Engineer in resolving guest complaints concerning the Maintenance Department.

• Deliver cribs, roll-away beds, and various related items to suites as requested by supervisor or guest.

• Making notations on various logs where these amenities have been delivered - i.e. cribs and roll-away beds locations must be recorded in the Log Book at the Front Desk.

• 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