Job Description

Guest Service Agent

Location:

SpringHill Suites by Marriott ®

New York Midtown Manhattan/Park Avenue

111 E 24 th 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

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