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Guest Services Agent

Job in Fort Lauderdale - Broward County - FL Florida - USA
Full Time position
Listed on 2021-02-25
Job specializations:
  • Hotel
    Hotel Front Desk, J1 Visa
  • Customer Service/Help Desk
Job Description & How to Apply Below
ESSENTIAL FUNCTIONS
Average
Percent
of Time

30 % Completes the registration process by inputting and retrieving information from a computer
system, confirming pertinent information including number of guests and room rate. Makes
appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally
confirms the room number and rate. Ensures guest knows location of room,
and arranges for team member to accompany guest to room. Provides welcome packet
containing room keys, tokens of our appreciation, gifts, etc. to guest.
20 % Ensures rooms and services are correctly accounted for within guest statement. Properly
accounts for services provided by the hotel. Assists guests with check out payments or charges.
Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates.
15 % Greets customers immediately with a friendly and sincere welcome. Uses a positive and
clear speaking voice, listens to understands requests, responds with appropriate action and
provide accurate information such on outlet hours, special VIP programs, events, etc.
10 % Receives special requests from guests, and responds appropriately or forwards requests to
appropriate team members for decisions and actions.
15 % Promptly answers the telephone and email inquiries. Inputs messages into the computer and
advises other team members of special guest needs. Retrieves messages and
communicates the content to the guest. Retrieves mail, packages and facsimiles or other
special items for customers as requested.
5 % Fields guest complaints, conducting thorough research to develop the most effective solutions
and negotiate results. Listens and extends assistance in order to resolve problems such as
price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially
during emergency situations and heavy hotel activity. Plans and implements detailed steps by
using experienced judgement and discretion.
SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of
the following supportive functions, with the percentage of time performing each function to be solely determined
by the supervisor based upon the particular requirements of the company.
• Attempts to communicate with guest in guest's native language, if applicable.
• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications
such as location changes or credit issues.
• Summons Bell services team members to escort guests to/from their rooms as appropriate.
• Provides safety deposit boxes for guest by escorting them to the vault pulling the box from the
vault and carrying it to the guest.
• Operate various office machines.
PHYSICAL REQUIREMENTS:
Frequency Key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 Hours;
Constant – 6-8 hours
Physical Activity Frequency
Sitting Occasional
Walking, standing Constant
Climbing stairs Occasional
Crouching/Bending/Stooping Occasional
Pushing/Pulling Occasional
Stooping Frequent
Lifting and carrying Occasional - up to 20 pounds.
Reaching Constant
Grasping Constant
Talking Constant
Hearing Constant
Near Vision Constant
Far Vision Constant
Smell Rare
Travel Rare
OTHER DUTIES
Assimilate into The Hotel Family PRIDE/CARE culture through understanding, supporting and participating in
all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.
Regular attendance in conformance with the standards, which may be established by the hotel from time to time, is
essential to the successful performance of this position.
SAFETY REQUIREMENTS
OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties
that have the potential of risk to your health or safety:
! None
Team members will be trained in the proper use and care of assigned PPE. The hotel provides the required
PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly,
to your Manager.
ORGANIZATIONAL RELATIONSHIPS
Positions directly reporting to this position (titles):
None
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and
demonstrate that he or she can perform the essential functions of the job, with or without reasonable
accommodation.
• Considerable skill in the use of a calculator to perform moderately complex mathematical calculations without
error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience,
tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
Position Requirements
High School, 1 to 2 Years work experience
QUALIFICATION STANDARDS
EDUCATION
High School graduate or equivalent required
4 year college degree preferred with emphasis on foreign languages.
EXPERIENCE
1 - 2 years of prior guest service experience are preferred. Prior hospitality experience also preferred.
Additional Information / Benefits
J1 candidates are welcome to apply
Contact Information
Contact Name: Foundation for Global Education
Contact Phone: 9518082025
Preferred method of contact: Email with CV via Application Box below.
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