Guest Service Superstar

Front Desk Clerk Creating "heart connections" with customers,associates and owners is the foundation for success at Meyer Jabara Hotels.Whether a seasoned hotel professional or just beginning a career inhospitality, experience, dedication to customer service and a spirit to servefrom the cornerstone of a future with Meyer Jabara Hotels.Our jobs aren’t just about givingguests a smooth check-in and check-out. Instead, we want to build andexperience that is memorable and unique. Our Guest Experience Experts take theinitiative to deliver a wide range of services that guide guests through theirentire stay. They are empowered to move about their space and do what needs tobe done. Whether processing operational needs, addressing guest requests,completing reports, or sharing the highlights of the local area, the GuestExperience Expert makes transactions feel like part of the experience. No matter what position you are in,there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, maintaining confidentiality,protecting company assets, upholding quality standards, and ensuring youruniform, personal appearance, and communications are professional. GuestExperience Experts will be on their feet and moving around (stand, sit, or walkfor an extended time) and taking a hands-on approach to work (move, lift,carry, push, pull, and place objects weighing less than or equal to 50 poundswithout assistance). Doing all these things well (and other reasonable job dutiesas requested) is critical for Guest Experience Experts – to get it right forour guests and our business each and every time.   Principal Responsibilities :Responsibilities include:     Organize, confirm, process, and conduct all guest check-ins/check-outs,     room reservations, requests, changes, and cancellations. Secure payment;     verify and adjust billing. Activate and file room keys. Process all guest     requests and relay messages. Print contingency lists to have a record of     all guests in case of emergency. Identify and explain room features to     guests; supply guests with directions and information regarding property     amenities, services, and hours of operation, and local areas of interest.     Ensure that any outstanding requests or problems from the previous day     receive priority and are resolved. Run and review daily reports/logs.     Complete designated cashier and closing reports in the computer system.     Accept and record wake-up call requests and deliver to appropriate     department. Count bank at beginning and end of shift; secure bank. Process     all payment types, adjustment vouchers, paid-outs, correction vouchers,     and miscellaneous charges; provide change. Complete end-of-day activities     including posting charges to accounts, completing cashier and closing     reports, running night audit backup, and roll the date. Print and fold     folios and ensure that they are placed under each guest room door the     night before check-out.Follow all company policies and     procedures; report accidents, injuries, and unsafe work conditions to     manager; ensure uniform and personal appearance are clean and     professional; maintain confidentiality of proprietary information; protect     company assets. Welcome and acknowledge all guests according to company     standards; anticipate and address guests' service needs; assist     individuals with disabilities; thank guests with genuine appreciation.     Speak with others using clear and professional language; answer telephones     using appropriate etiquette. Develop and maintain positive working     relationships with others; support team to reach common goals. Comply with     quality assurance expectations and standards. Stand, sit, or walk for an     extended period of time. Move, lift, carry, push, pull, and place objects     weighing less than or equal to 50 pounds without assistance. Perform other     reasonable job duties as requested by Managers or Supervisors.Job Duties:Problem Solving- Identifies and     resolves problems in a timely manner. Develops alternative solutions, uses     reason at all times.Customer Service – Manages     difficult or emotional customer situations. Responds promptly to customer     needs, requests for service and assistance. Drives hotel shuttle to pick     up and drop off guests at approved locations as needed. Delivers requested     items to guests as needed including incoming faxes, mail, valet laundry,     etc.Team Work – Contributes to     building a positive team spirit. Treats others with respect and     consideration regardless of their status or position. Communicates with     the housekeeping department about room status and availability.Organizational Support –     Follows policies and procedures.Quality - Looks for ways to     improve and promote quality while demonstrating accuracy and thoroughness.     Applies feedback to improve performance. Monitors own work to ensure     quality.Quantity – Meets productivity     standards, completes work in a timely manner, prioritizes and plans work     activities and uses time efficiently.Adaptability – Able to deal     with frequent change, delays or unexpected events, changing approach or     method to best fit a situation.Compliance – Responsible for     cash drawer content and transactions during the shifts. Ensures accuracy     or daily deposits. Maintains accurate records including cash log,     registration cards, reservation cards, wake-up call sheets, shuttle logs,     property walks and all other logs as required.Safety and Security – Observes     safety and security procedures; reports potentially unsafe conditions;     Uses equipment and materials properly. Maintains confidentiality. Maintain     a current room status report in case of emergency.Initiative - Asks for and offers     help when needed.Dependability – Follows     instructions, responds to management direction; completes tasks on time or     notifies appropriate person with an alternate plan. Is consistently at     work and on time.Qualifications:High School diploma or equivalent is preferred.Hospitality and/or customer service experience is preferred. Ability to developan understanding of concepts, practices, pre-established guidelines andprocedures used by the company in relation to guest service is necessary.Computer skills preferred. Must have valid drivers license, and acceptabledriving history subject to company approval.Physical Demands:The physical demands described here arerepresentative of those that must be met by an employee to successfully performthe essential functions of this job. Reasonable accommodations may be made toenable individuals with disabilities to perform the essential functions. Whileperforming the duties of this job, the employee is regularly required to stand,walk, sit, use hands to finger, handle or feel, reach with hands and arms,climb or balance, and talk or hear. The employee must regular liftand or move up to 25lbs, occasionally lift or move up to 50lbs. Specific visionabilities required by this job include peripheral vision and depth perception.