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Overnight Guest Service Agent

Company: The Post Oak Hotel at Uptown Houston
Location: Houston
Posted on: January 16, 2022

Job Description:

Job Description

Overnight Guest Service Agent
The Post Oak Hotel at Uptown Houston

The Post Oak Hotel at Uptown Houston is seeking a Front Desk Agent to join our team. We hire individuals that are committed to providing a remarkable guest experience and changing the standard of luxury. If your skills and talents are a match for our needs, we can open the door to growth and leadership opportunities.

What we offer you:

-Multiple benefit plans to suit your needs
-Paid Vacation
-Opportunities for advancement
-Positive and respectful work environment where diversity is valued
-Generous employee discounts
-Community volunteer opportunities with Landry's League
-Employees are eligible to receive up to 2 tickets for Rockets home games during the 2021-2022 Season. Minimum exclusions may apply at times.

What you can expect to do:

-The Guest Service Agent will monitors all areas and operations (Guest Relations, Front Desk, and Club Concierge) of the hotel to ensure adherence to proper standards and Compliance with Forbes five-star service requirements.

-Tour hotel operating departments daily, greeting Colleagues and soliciting feedback. Ensure knowledge of all hotel daily events and always escort guests to events or outlets on property.
-Maintain complete knowledge at all times of:

-All hotel features/services, hours of operation.
-All room types, numbers, layout, decor, appointments and location.
-All room rates, special packages and promotions.
-Daily house count and expected arrivals/departures.
-Room availability status for any given day.
-Scheduled daily group activities.
-Knowledge of AM/MID/PM front desk colleague checklist and procedures.
-Knowledge of overnight front desk colleague checklist and procedures.

-Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
-Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
-Meet with supervisor to review daily assignments and priorities.
-Meet with departing Front Desk Colleague to review business status and follow up items.
-Access all function of computer system according to established procedures and standards.
-Set up workstation with necessary supplies; maintain cleanliness throughout shift.
-Answer department telephone within three rings, using correct greeting and telephone etiquette according to Forbes and AAA standards.
-Promote positive guest relations to all individuals approaching the Front Desk.
-Accommodate all requests for information in a congenial manner.
-Process all guest check-ins according to Forbes and AAA standards:

-Confirm reservation in system and review all noted information.
-Explore room type upsell options with guest during check-in process.
-For guests without a reservation, sell a room type agreed upon.
-Register guest in computer and generate a registration card.
-Verify registration card information with guest.
-Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
-Assign guest room.
-Advice guest of any messages, mail, faxes, etc. received for them.
-Inform guest of room safe and room key procedures.
-Communicate services and amenities included in packages to guests on packages.
-Obtain proper identification for tax-exempt guests and attach form to registration card.
-Obtain guest signature for designated paperwork.
-Obtain Bell Person to escort guest and transport their luggage to the room.

-Maintain guest history files on all guests.
-Communicate V.I.P. arrivals to designated personnel for escort and delivery of amenities.
-Set up accurate accounts for each guest checking in according to their requirements (i.e., share, separate room/tax/incidentals, comp).
-Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests.
-Accommodate room changes expediently.
-Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction.
-Take, record and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals.
-Accept and record wake-up call requests; deliver to PBX.
-Document and confirm reservations and cancellations.
-Block rooms in the computer and follow through on designated requirements.
-Pre-register designated guests and prepare key packets.
-Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
-Generate, print and distribute daily and weekly reports.
-Resolve discrepancies on the room status report with Housekeeping.
-Match the bucket check to in-house guest ledger report; report discrepancies to manager.
-Process all checkouts according to Standards.

-Resolve any late charges.
-Present folio to guest and resolve any disputed charges.
-Settle guest accounts following Accounting procedures.
-Request guest comments on their stay.

-Process express checkouts throughout the shift.
-Handle requests for late checkouts according to standards.
-Conduct group check-ins/outs according to standards.
-Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
-File guest room keys and ensure the safe keeping of keys at the Front Desk.
-Adhere to all cashiering procedures:

-Legibly document pertinent information in the logbook.
-Successful completion of the training/certification process.
-Provide Secondary Functions:

-Legibly document maintenance needs on work orders and submit to Manager.
-Ability to compute accurate mathematical calculations.
-Ability to clearly and pleasantly communicate in English with guests/visitors, management and co-workers to their understanding, both in person and by telephone.
-Ability to provide legible communication and directions.
-Must be able to work overnight, weekends, and holidays.

Keywords: The Post Oak Hotel at Uptown Houston, Houston , Overnight Guest Service Agent, Sales , Houston, Texas

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