Guest Experience Specialist

Location: Indianapolis

186 rooms | 4,500 sq. ft. meeting/event space

Amenities: 24-hour fitness center, indoor pool, restaurant and bar with outdoor lounge, complimentary hot breakfast daily.

Located in downtown Indianapolis, this property attracts both business and leisure demand-offering strong career growth in a thriving Midwestern market. With a residential-style feel in an urban setting, it's ideal for leaders who value both guest comfort and brand-driven operations.
** Job Duties
** 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
- 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 Agent to review business status and follow up items
- Access all function of computer system according to established procedures and standards
- Set up work station with necessary supplies; maintain cleanliness throughout shift
- Answer department telephone within three rings, using correct greeting and telephone etiquette
- 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 established hotel requirements
- Confirm reservation in system and review all noted information
- For guests without a reservation, sell a room type as agreed upon
- Register guest in computer and generate a registration card
- Verify registration card information with guest, obtain back up information for guest credit or payment method and input into system; collect cash when designated
- Assign guest rooms
- Advise guest of any messages, mail, faxes, etc. received for them
- Inform guest of room safe and mini bar key and room key procedures
- Issue parking passes validate valet parking tickets and enter information in computer
- 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
- Maintain guest history files on all guests
- Communicate VIP arrivals to designated personnel for escort and delivery of amenities
- Set up accurate accounts for each guest checking in according to their requirements (sharing, separate room, tax, incidentals)- File registration cards and vouchers in bucket by room number
- 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
- Handle guest complaints according to the six step procedures, ensuring guest satisfaction
- 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
- Offer detailed information on the voice mail system to callers and guests wishing to leave message
- Accept and record wakeup call requests; deliver to PBX
- Issue safe deposit boxes to guests and ensure security of keys
- Distribute all guest and department mail
- Monitor, send and distribute guest faxes
- 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 (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 check outs according to established hotel requirements
- Resolve any late charges
- Present folio to guest and resolve any disputed charges
- Settle guest accounts following Accounting procedures
- Retrieve guest room key from guests
- Request guest comments on their stay
- Process express check outs throughout the shift
- Handle requests for late check outs according to established hotel procedures
- Conduct group check ins and outs according to established hotel procedures
- Assist all departments and 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
- Process adjustment…