PRIMARY OBJECTIVE OF POSITION: To anticipate and exceed the guest's expectations by providing quality service during check-in, check-out and throughout the guest's stay, in accordance with the Carriage House standard hotel and accounting procedures. Assist all guests as needed and thoroughly understand the hotel?s Emergency Plan.
MAJOR AREAS OF ACCOUNTABILITY:
- Provide efficient, quality service to all Carriage House guests.
- Greet guest promptly and welcome them to the hotel.
- Register and process guest promptly upon arrival.
- Respond to guest requests for information about the hotel, dining, the Las Vegas area, show reservations, or other questions they may have.
- Arrange for special services requested by guests, such as champagne, fax and copy services.
- Provide courteous service to telephone inquiries by responding to questions and/or forwarding to the appropriate department.
- Keep current with developments in the property by reviewing department emails
- Follow through with requests by working with Reservations, Owner Services, Accounting, Housekeeping, and Maintenance.
- Follow established Carriage House Accounting procedures.
- Verify all information on reservation including name, address, and method of payment, room rate, and dates of stay and make necessary changes. Notify Reservations, if necessary.
- Retrieve proper name and address verification and proper approval codes for cash/debit and credit card paying guests.
- Identify and record special billing instructions and notify Accounting.
- Post and adjust guest charges promptly to ensure proper recording of revenue.
- Follow daily shift procedures as outlined on attached daily checklists.
- Follow Yield Management procedures while making room reservations; adhere to rate/stay controls based upon availability, forecasted occupancy, and yield management calendar.
- Review daily reservations and assign rooms based on availability and special requests to ensure guest satisfaction and to maximize revenue.
- Accurately account for owner's time.
- Issue safety deposit box keys upon request in accordance with standard operating procedures.
- Provide effective key control and participate in matters relating to guest room safety.
- Encourage guest feedback by requesting them to complete a comment card before their departure.
- Conduct daily inspections of the Guest Services area, lobby, brochure racks, storage closet, conference room, fitness center, and business center making sure they are clean, orderly and in a safe condition.
- Stock and replenish mini mart in accordance with the attached Carriage House mini market guidelines.
- Maintain Guest Services supplies
- Provide efficient and courteous service to all Carriage House guests while taking reservations and/or assisting them at the Guest Services Desk.
- Book reservations while adhering to the open/closed dates and availability of rooms.
- Request and record arrival times and special requests.
- Aggressively up-sell to maximize revenue.
- Review all reservations for accuracy and email/mail confirmations within 24 hours.
- Process advance room deposits in accordance with standard procedures.
- File all reservation correspondence daily, neatly, orderly, and accurately.
- Accurately account for owner?s time following the established CHTA Rules and Regulations.
- The Guest Services Representative will report directly to the Rooms Division Manager and the Assistant General Manager but will be responsive at all times to the General Manager, Department Managers and the Manager on Duty.
- Adhere to scheduled work hours and be punctual in reporting to supervisor if the schedule cannot be met to ensure staff coverage is arranged.
- Follow weekly schedule and assignment.
- Follow any change in schedule as directed by the Manager on Duty.
- The Guest Services Representative/Reservations Agent will be required to wear a uniform and nametag as provided by the company. The employee will be responsible to maintain the uniform and will present a neat, clean, and professional appearance at all times.
- At all times project a favorable image of the CHTA to the public.
- Enhance property?s image by participating in local civic affairs and timeshare hotel activities.
- Develop and maintain a positive working relationship with vendors, contractors, consultants and neighbors so that the Carriage House is well represented and professionally presented.
- Adhere to policies and procedures as defined in the Employee Handbook.
- Keep the General Manager or Manager on Duty promptly and fully informed of all problems or unusual matters of significance so that prompt corrective action can be taken.
- Perform other duties and responsibilities in a timely efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
- Maintain knowledge of the timeshare and hospitality industry by reading industry related periodicals, evaluating new technologies and attending trade-shows, technical seminars and training sessions.
- Acquire and retain a working knowledge of the property?s facilities, services and personnel to respond to and direct inquiries as requested
- Maintain a favorable working relationship with all employees to foster and promote a cooperative and harmonious working climate.
- Assist General Manager and Department Managers with special projects, as needed.