Overview

The Guest Service Attendant (GSA) is responsible for both the checking in and out of the hotel guests in a professional and yet relaxed manner while other GSAs are answering calls, providing directions, taking restaurant reservation or forwarding calls throughout the hotel. This is a substitute position.

Responsible for checking guests in and out, running daily reports, handling guest transactions and maintaining a bank, and answering guest inquiries in a pleasant and helpful manner. They must ensure that the front desk guest experience is quick and efficient for all guests and visitors.

Responsibilities

• Register property guests with an emphasis on fulfilling requests, following special handling instructions, and adhering to established credit policies and procedures.
• Select and block rooms for arriving guests; pre-register individuals or groups, as required; and assist in escorting VIPs and return guests to their rooms, as requested.
• Ensure all guest information is accurate and maintained in an organized manner.
• Utilize the property management system to run daily reports and block any special requests.
• Check guests out of the property in accordance with procedures.
• Make change, post charges/make adjustments to guest accounts.
• Accept reservations, changes, and cancellations in the absence of reservations staff.
• Promote room upgrades (upsell) and monitor and control product to meet goals.
• Reconcile transactions at the end of each shift, cash out, and maintain a balanced bank.
• Assist individuals and groups with check-in, checkout, and room changes.
• GSA to also be responsible for the friendly and efficient service given all telephone calls made into the hotel or from a guest room. 

When working in the communications center, the GSA assumes the responsibility

• Answering and routing calls
• Answering inquiries
• Handling wakeup calls
• Taking messages
• Taking In Room Dining orders and placing the order through the Micros
• Taking restaurant reservations through the Sevenrooms platform
• Taking hotel reservations through Opera

all while remaining both friendly and alert during every guest interaction day or night.

• Work closely with the GA team to coordinate the efficient handling of luggage and follow up on guest requests, inquiries, etc.
• Greet guests in all public areas of the property; answer questions, handle requests, and offer directions, as needed.
• Work with Front Office Manager regarding hotel business to keep them informed.
• Maintain positive and professional communication with all staff.
• Provide recognition to others, including co-workers, supervisors, managers, and directors.
• Answer and route inbound calls on the telephone system.
• Assist callers with inquiries.
• Handle all phone calls efficiently and courteously.
• Receive, track, and follow up on all service requests, problems, and complaints.
• Utilize HotSos and other platforms to communicate with guests
• Ensure all wakeup call requests are logged and delivered.
• Understand the operation of TTY equipment. Coordinate with Front Office to ensure all reservations requesting equipment are met.
• Assist guests and employees with the use of voicemail.
• Take messages and ensure delivery.
• Be thoroughly knowledgeable about In Room Dining menu.
• Take In Room Dining orders and ring in the order through MICROS.
• Ensure all guest information is accurate and maintained in an organized manner.
• Take live restaurant reservations for all outlets in the hotel using Sevenroom reservations platform and adhering to their specific training regarding placing and confirm a restaurant reservation for a guest calling in.
• Keep updated on all hotel information including amenities, outlets concepts and hours of operation, programs, packages, etc.
• Take guest reservations, when needed utilizing the OPERA system.
• Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.
• Ensure a healthy and safe work environment for co-workers and guests.
• Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.
• Promote property outlets to guests.
• Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
• Resolve guest complaints using property procedures.
• Create a positive environment in which all employees have the ability to maximize their potential.
• Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
• Work as a team, helping all employees to complete the required activities that ensure we deliver Amplified Service.
• Participate in Sound Check meetings on each shift.
• Always smile and offer a warm greeting to all.
• Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock unique.
• Take initiative to offer assistance throughout the property.
• Operate ethically to protect the Hard Rock brand.
• Utilize programs designed to help Save the Planet.
• Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations.
• Perform additional duties as requested by department managers and supervisors.
• Communicate with supervisors and managers to ensure that assigned duties are completed to standard.
• Coordinate operations with other departments, as needed.
• Present a professional image to employees, guests, clients, owners, and investors.
• Review and develop guest history records to enhance personalized service for repeat guests.
• Maintain confidentiality of guest, employee, and company information.

This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.

Qualifications

• Degree/diploma in Hospitality Management, or an equivalent combination of education and experience that provides the knowledge, skills, and ability to sufficiently and successfully perform the duties of the position.
• 2 years’ experience in a front office position required. Lifestyle or Luxury hotel experiences preferred. 

SKILLS

• Ability to comprehend and communicate in business English, either written or spoken, to communicate information and idea to guests and colleauges alike.s.
• Ability to read, comprehend, and write simple instructions, short correspondence and memos.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing. Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, Sabre/SYNXIS, Delphi, SUN, etc.).
• Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
• Fluency in English: additional languages preferred.

PHYSICAL DEMANDS

• Ability to move throughout the business (standing, walking, kneeling, bending) for extended periods of time.
• Ability to make repeating movements of the arms, hands, and wrists.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Ability to obtain impressions through the eyes.
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
• Ability to occasionally move objects (lift, push, pull, balance, carry) up to 10 pounds / 5 kilograms.
• Ability to turn or twist body parts in a circular motion.
• Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.

ADDITIONAL REQUIREMENTS

• Understanding of lifestyle hotel products and guest services.
• Ability to work evenings, weekends, and holidays, as needed.