Supervises the Guest Services Team on shift to ensure the optimal guest experience.
Greets incoming and outgoing guests by name and acknowledges guests and visitors at every opportunity.
Communicates effectively and professionally with group and tour directors.
Communicates day-to-day briefings to the Guest Services department.
Monitors the immediate and surrounding area for cleanliness.
Liaisons with Managers on daily operations.
Post group/delivery charges.
Escorts guests, identifying hotel promotions and the safety and security features of the hotel while ensuring that each guest is treated with the highest level of guest service, patience, and professionalism
Ensures that the Empress Service Standards are always met both personally and by team members on shift.
Transports luggage to guest rooms, hangs garment bags and places luggage on luggage stands or in appropriate areas as directed by guests. Explains the features and functions of the room to guests, ensuring that all equipment is functioning properly. Gives the location of the ice machine and provides any necessary directions in a courteous and accurate manner.
Tags and marks luggage for business, leisure, and tour guests. Records and stores luggage and deliveries efficiently and accurately.
Responds quickly to guest complaints or requests for information, reservations and confirmations in an accurate and pleasant manner and ensures appropriate action is taken. Follows up to ensure guest satisfaction. Assists departing guests promptly with a variety of transportation needs arrangements and requests.
Explains and promotes hotel services, outlets and functions to increase guest satisfaction and maximize hotel revenues. Informs guests of external restaurants, events, tourist attractions and transportation options.
Assists with the security of the hotel through participation in the Emergency Response Team in the event of a fire alarm or other crisis. Ensures that only registered guests and patrons use the Reception Lobby.
Ensures all preparations for room deliveries, including the preparation of rooming lists and delivery sheets, are prepared when deliveries are scheduled.
Attends and participates in departmental meetings that support inter-departmental communication, teamwork, information accuracy, training & development.
Answers internal and external telephone calls with the highest level of guest service and in line with standards.
Contributes to a positive and supportive work environment. Provides a professional image through appearance and dress.
Follow department policies, procedures and service standards.