Job Description – Overnight Guest Service Agent

Hotel Emma is seeking passionate, service driven candidates for the position of Overnight Guest Service Agent.

Purpose of the Position:

To provide exceptional service to all guests, fellow team members and visitors, in addition to performing night audit procedures.

Primary Responsibilities:

Duties are as follows but not limited to:

• Uphold and adhere to the Hotel Emma Purpose of Being, Service Promises and Values & Behaviors.
• Ensure the accurate completion of night audit functions. Must be able to perform all night audit functions if needed.
• Maintain knowledge of daily house count, arrivals/departures, VIPs, scheduled in-house group activities, locations and times.
• Maintain complete knowledge of guest room types, locations and room numbers/names.
• Handle incoming calls with an emphasis on guest service according to the Standard Operating Procedure for Telephone Etiquette, communicating information, and influencing call conversion. 
• Processes work order/guest requests through designated systems and channels. 
• Handle incoming Switchboard/PBX phone calls and internal phone calls from guest rooms and other hotel departments. Field guest requests in a professional, proactive manner.
• Be familiar with all Hotel services, features and local attraction, activities to respond to guest inquiries accurately. 
• Resolve guest complaints, ensuring guest satisfaction and briefing the Manager on Duty.
• Take guests’ food & beverage orders, utilizing suggestive selling techniques and following all departmental standards. Ensure accuracy of guests name and room number of each order for delivery. Input orders into Micros POS system; ensure authorization for room charges.
• Maintain complete knowledge of all alcoholic and non-alcoholic beverages brands.
• Maintain knowledge of the particular characteristics and description of every wine/ champagne by the glass and all wines on the wine list.
• Maintain complete knowledge of all menu items, preparation method, ingredients, sauces, preparation time, garnishes, presentation and prices. 
• Interact with other team members in a professional manner, and assist other departments as needed. 
• Communicate all pertinent information to the Front Office Manager and Assistant Front Office Manager. 
• Report to work for scheduled shift, on time and in accordance with company policy.
• Know and comply with all company policies and procedures pertaining to this position and its duties.

• Provide support when there is a queue which includes and not limited to proactively welcome all guests with a smile and genuine care for their Hotel Emma experience, complete all registration procedures, including establishing payment method, confirmation of reservation details, and communication of hotel amenities/services and ensure that all arriving guests are offered a welcome tour and are walked to their guest room.
• Work closely with the Bellman to coordinate guest requests for the House car.
• Work closely with Loss Prevention for incoming guest packages to notify guest according to the Standard Operating Procedure.
• Takes pride in personal appearance and follows hotel grooming guidelines. 
• Be knowledgeable of all emergency procedures and hotel policies.

Job Requirements:

• Position requires effective communication with guests and co-workers.
• Ability to present and conduct oneself professionally and emulates the Hotel Emma Culture.
• Twelve months related experience and related experience with Micros Point of Sale System.

Ability to work an early morning/evening/night schedule with shifts ending as late as 11