Guest Services Lead/Administrative Support

The H Hotel • Midland, MI • 3d ago

Req #: 10651043

SUMMARY: The Guest Services Lead/Administrative Support is tasked with overseeing shifts and ensuring exceptional guest services, including registration and check-out, managing PMS operations, and handling mail and message services. The role also involves assisting guests and visitors with information about the hotel, its facilities, and local restaurants and attractions. Additionally, this position provides administrative support to various department leaders as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, with additional tasks as assigned:

Serve as the guest services shift leader during your assigned duty times

Cultivate a positive work environment with enthusiasm and set an example by delivering exceptional customer service.

Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel in accordance with established standards using the hotel's reservations system Recommend alternative dates during sold-out periods.

Process cancellations, revisions and information updates on changes within the reservations system.

Conduct pre-assignment of hotel rooms, which include VIPS, repeat guests, all packages, and any special requests.

Monitor room availability throughout the day.

Review all arriving/departing Guest Profiles; research pertinent information/preferences by building authentic rapport with all guests, recognizing repeat business.

Check in and out hotel guests in a confident, professional and friendly manner.

Promote room upgrades, when possible, to enhance the hotel's average room rate, and apply yield management strategies to achieve maximum occupancy.

Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information.

Respond to inquiries and/or facilitate arrangements for dining, entertainment, sports events, recreation, tours, health and beauty services, childcare, transportation, religious services, cultural activities, shopping, floral services, and other amenities. Provide information and/or directions to hotel facilities, meeting rooms, or events taking place within the hotel.

Address guest complaints effectively and implement suitable service recovery actions in line with established guidelines to ensure complete guest satisfaction. Relay any unresolved guest requests or issues to management for further attention or follow-up.

Complete all items on the appropriate (AM, PM, Third Shift) checklist by the end of shift.

Work alongside all Guest Services Agents to ensure the accurate completion of shift checklists.

Follow established key control policy.

Maintain a professional appearance at all times, including proper uniform and personal hygiene.

Ensure proper credit policies are followed and verify credit limit report.

Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.

Submit all lost & found articles accompanied by a completed lost & found report.

Take responsibility for the front office area to ensure it is clean, well-organized, and equipped with all materials needed for a successful shift. Collaborate with your supervisor to develop organizational systems.

Knowledgeable of fire and emergency procedures.

Attend meetings as needed.

Contact with other departments such as Sales, Housekeeping, Bell Staff, and Valet is crucial to ensure that hotel services are coordinated to guarantee guest satisfaction.

Performs administrative duties for GM, Sales, Human Resources, Outlets and Banquets and Catering as required.

Performs all other duties as assigned.

QUALIFICATION

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