Job Description

RECEPTIN AGENT - GRAVEYARD



Position Purpose

Responsible for welcoming, registering, and checking in/out all guests in the hotel while serving as a liaison between guests and departments to solve problems.

Essential Job Functions

Customer Service

Greet all guests upon arrival. Interact in courteous and professional manner with guests, co-workers and supervisors. Interact with people beyond giving and receiving instructions, particularly interaction with the Managing Director, other hotel personnel and guests, in completing assignments, resolving staff and guests complaints. Perform all check in functions, including, but not limited to early check-in, late check in and no reservations, according to hotel policies and procedures, which includes issuing/preparing proper meal coupons based on purchased room package. This will require understanding rooming lists provided by Tour Agents/OTA bookings. Perform/extend Warm Welcome to upon guest check in based on hotel standards/policy. Produce initial keys for guest upon registration and secondary upon request, in accordance with security procedures. Post charges to guest accounts including, but not limited to changing foreign currency and cashing checks. Perform cashier functions, including but not limited to changing foreign currency and cashing checks which also includes collecting pre-payments from guest/clients for restaurants, functions/events, and posting Westineer cafeteria meal tickets from vendors. This includes processing any internal payments from /for hotel. Ensure proper credit obtained on guest credit cards at registration. Accept, sort and distribute all messages, small packages and mail for guests. Comply with guest special requests including, but not limited to extra towels, cots, newspaper, when appropriate when inappropriate direct to suitable department and follow up to ensure compliance with request. Perform all check-out functions, including, but not limited to check, charge, cash and direct bill payments, according to hotel policies and procedures. Perform/Extend Warm Farewell upon guest check outs based on hotel standards/policy. In an event where a guest is unhappy due to service or any inconvenience of any kind and requests for room change associate is required to find new room and ensure complaint is handle properly prior to reporting to Manager. Assist with related duties and special projects as assigned. Actively support and participate in all Westin Resort Guam trainings.

Required Knowledge and Skills:

Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form. Ability to focus and maintain attention to the performance of tasks despite periods of interruptions. Ability to work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions. Ability to maintain good relations with staff and guests. Ability to memorize, recollect and quickly retrieve dates, names, times and other data. Ability to converse calmly with irate guests, superiors and subordinates in sometimes intense emotional situations. Ability to answer phones quickly, clearly and professionally. Ability to maintain staff and guest confidentiality at all times. Must be able to apply common sense understanding to follow instructions, to make decisions with minimal supervision and to prioritize tasks in order to maintain service standards.

Required Education and Experience

High School or equivalent education required.

Additional Eligibility Qualifications

Good communication skills, both verbal and written required.

Preferred Education and Experience

Minimum one year of customer service experience within the hotel/leisure/retail sector required.

Preferred Eligibility Qualifications

Ability to converse in two or more languages preferred.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings are required.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Job description is subject to change at any time.

The Westin Resort Guam is an equal opportunity affirmative action employer and selects individuals best matched for the job based upon job-related qualifications regardless of gender, race, color, religion, creed, sex, sexual orientation, age, national origin, pregnancy, ancestry, marital status, veteran status, disability, handicap, citizenship status or any other status or characteristic protected by law.