Laurel Hotel and Spa - Guest Experience Expert

Job Summary:

The Guest Experience Expert is responsible for the warm welcome, creating personalized experiences, anticipating guests' needs, and a fond farewell.

Duties & Responsibilities:

• Maintain complete knowledge of the following:
  • All hotel features/services and hours.
  • All hotel restaurant food concepts, menu price range, and dress code.
  • All hotel room types, numbers/names, layout appointments, and amenities.
  • All hotel room rates, special packages and promotions, and room availability status.
  • Daily house count and expected arrivals/departures.
  • Scheduled daily group activities, names, and locations of meetings.
  • Hotel policy and procedures.
• Meet with departing Guest Services Agents to review business status and follow up.
• Set up workstations with necessary supplies; maintain cleanliness throughout.
• Promote positive guest relations with all individuals approaching the Guest Services Areas.
• Handle guest complaints by following the procedures and ensuring guests.
• Collect guest preferences.
• Legibly document pertinent information.
• Accommodate and expedite all telephone and radio requests in a congenial manner within 2 minutes.
• Document all guest requests, complaints, or problems immediately and notify designated department/personnel to resolve the Follow up within 10 minutes to ensure completion and guest satisfaction.
• Offer detailed information on the voicemail system to callers and guests wishing to leave a review.
• Accept and record wake-up calls.
• Accept and process all guest requests for "Do not disturb," "Call forwarding," "and non-registered guests."
• Issue keys to employees, assuring that they are signed out to the proper individual and signed back in at the end of that employee's shift.
• Monitor telephone system problems and maintain logs; take, record, and relay messages accurately and completely; and offer and connect the caller to voice mail when appropriate.
• Assist in emergencies as the central communication center.
• Book reservations accurately and professionally.
• Monitor room types and ensure that hard blocks are placed for any special room request, such as handicap-accessible rooms.
• Promote packages, promotions, and upsell whenever possible.
• Set up accurate accounts for each reservation according to their requirements (i.e., share-with, separate room/tax/incidentals, comp).
• Communicate VIP and Repeat Guest arrivals to designated personnel for escort and delivery.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests).
• Pre-register designated guests and prepare key.
• Process all guest check-in according to established hotel requirements.
• For guests without a reservation, sell a room type agreed.
• Obtain guest backup information; credit/payment method and input into the system; collect cash.
• Advise guests of any messages, mail, and faxes received for them.
• Obtain proper identification for tax-exempt guests and retain a copy of their information.
• Escort guests and transport their luggage.
• Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walk in" guests.
• Accommodate room changes.
• Retrieve guestroom keys from the guests.
• Request guest comments on their stay.
• Handle requests for late checkouts according to established hotel policies.
• Conduct group check-ins/outs.
• Resolve discrepancies on the room status report.
• Assist all departments in obtaining appropriate information regarding groups' inventory and guests.
• Adhere to proper accounting procedures:
  • Process adjustment vouchers, pay-outs, and other miscellaneous.
  • Make change for guests and cash guests' checks/travelers.
  • Post charges and settle room accounts.
  • Process all checkouts according to the established hotel policies.
  • Resolve any late payment.
  • Settle guest accounts following accounting procedures.
  • Run closing reports count bank at the end of the shift.
  • Complete designated cashier reports.
  • Balance and drop receipts, secure bank.
• Assist with In Room Dining Orders.
• Legibly document work order maintenance needs and submit them to Engineering through the KYC system.
• Aware of Scheduled daily group activities, names, and locations…