Overnight Guest Services Agent

JOB SUMMARY 

The Overnight Guest Services Agent is responsible for creating luxury guest experiences and welcoming first impressions. Handles all arrival and departure services including orientations, billing, recommendations and being a source of information for all visitors.  The overnight GSA assists with any guest requests and uses creative problem solving when guest issues arise to build strong guest relations.  The overnight team is responsible for reconciling all billing, packages and detailed reports to better prepare the team for the arriving and departing guests of the upcoming day. This role is critical to maintaining the luxury standard and reputation of The Houstonian Hotel, Club & Spa while upholding the highest levels of discretion and professionalism.

ESSENTIAL JOB FUNCTIONS

•    Oversee guests’ first impression upon arrival and handle all special requests.
•    Main point of contact and communication with guests throughout stay.
•    Answer guest questions using awareness of services, products, events, and hotel happenings.
•    Taking ownership of guest related issues using problem solving skills to find creative ways to rectify issues while building relationships.
•    Communicate guest issues and preferences to managers and other departments to ensure proper follow up and learnings.
•    Ensure departure experiences are smooth and all billing handled efficiently.
•    Manage, respond, and delegate incoming e-mails, phone calls and text messages through multiple programs with a high level of articulate professionalism. 
•    Book and sell room reservations while guiding future guests on best room product and hotel activities that meet their specific needs.
•    Assist monitoring our fire safety systems and executing emergency procedures.
•    Complete checklist of day-to-day tasks while multi-tasking assisting guests in the lobby. 
•    Regularly use anticipation and adaptability to customize guest experiences.
•    Assist with housekeeping, valet, room service, and other departments’ duties. 
•    Ensure compliance of all Front Office standards, procedures, and services.
•    Required to work varying schedules, including nights, weekends, & holidays.
 

KNOWLEDGE AND SKILLS
 
•    High school education, GED, or equivalent experience
•    Must have 1-4 years previous security experience 
•    Must have proficient technology skills with POS systems
•    Must work well in a fast-pasted environment with high pressure and/or stressful situations.  
•    Excellent verbal and written communication skills.  
•    Must be poised and composed with ability to remain guest-focused and resolve issues quickly and accurately. 
•    Must be able to multi-task and handle multiple priorities effectively, with strong attention to detail.  
•    A high level of communication skills is required as this position is responsible for communicating frequently with many other departments to assist with guest requests.   
•    Organization skills required to organize hotel room inventory, guest preferences, special requests, and large groups.  
•    Must be proficient in the English language. GSA’s report to the front office managers.  
•    Hours required: Scheduled days and hours vary based on departmental needs

PHYSICAL JOB REQUIREMENTS

Must be able to meet the following minimum physical requirements for at least an eight-hour shift:

•    Physical Stamina: Physical requirements include having the ability to: sit for extended periods of time, stand and walk, see and read a computer screen and printed matter with or without vision aids, operate standard office equipment, use a telephone, hear and understand at normal levels on the telephone, speak so that others may understand at normal levels and on the telephone, reach overhead, grasp, push, pull, move or lift up to 30 lbs. on an occasional basis.

•    Hearing / Speech: Must be able to effectively engage in one-on-one communication with guests, members, and customers and use a 2-way radio to communicate clearly and accurately with co-workers.
•    Vision: Must be able to accurately read instructions, reports, and log sheets. Must be able to work with computers and PDAs in varying light conditions.

•    Literacy: Must be able to produce, read and understand reports, including security, incident and police reports. Must be able to analyze and process written information from a variety of sources and effectively communicate content of reports.

•    Chemicals/Agents: Must be able to work safely with chemicals according to SDS sheets and all applicable laws, codes and regulatory requirements.