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Delighted to Serve Agent

Renaissance Manhattan Chelsea – Chelsea, NY

REPORTS TO: Front Office Manager

Purpose for the Position: Delighted to Serve Agents handle all internal and external phone communication, providing a one-stop-shop approach for guest requests including Room Service, Housekeeping, Engineering, Valet, and Bell Stand. They are also responsible for maintaining the Hotel s GXP Platform which houses all pertinent guest information and assists with exceeding customer s expectations.

Essential Responsibilities:

  • Perform all PBX department functions (such as routing in-house and outside phone calls, placing wake-up calls, delivering guest messages, handling in-house guest and associate emergencies, etc.
  • Take/place Room Service orders from the hotel s A La Carte Menu. Assist with delivery as needed.
  • Manage guest requests for housekeeping items (additional towels, pillows, hair dryers, etc.)
  • Perform certain Front Office responsibilities (granting stayovers, late departures, room changes, etc.)
  • Receive/deliver Engineering or Maintenance-related guest calls.
  • Ensure guest needs are met by placing follow-up calls.
  • Maintain Guest Problem and Resolution database in GXP.
  • Maintain Repeat Guest profiles in GXP.
  • Provide proactive pre-arrival planning for appropriate guest recognition.
  • Contact Housekeeping or Maintenance staff when guests report problems.
  • Make and confirm reservations.
  • Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.
  • Complete bucket checks to ensure all accounts are current and comply with standards established by the hotel s Front Office Supervisors and Front Office Manager.
  • Assist Front Office Manager and Front Office Supervisor with administrative duties when requested.

To do this kind of work, you must be able to:

  • Be an outgoing, welcoming personality for the hotel.
  • Use logical thinking and personal judgment to perform a variety of office tasks that require special skills and knowledge.
  • Make decisions based on your own judgment and company policy.
  • Follow instructions without close supervision.
  • Speak and write clearly and accurately.
  • Be available for work days, evenings, weekends, and holidays.

Physical Demands: Lifting 10 lbs. maximum and occasionally lifting and/or carrying such articles as dockets, ledgers, and small tools. Walking and standing are required throughout the shift. Reaching, handling, feeling, talking, hearing, and seeing.

Environmental Conditions: Inside: Protection from weather conditions but not necessarily from temperature changes. A job is considered inside if the worker spends approximately 75% or more of the time inside.

Math Skills: Requires mathematical development sufficient to be able to: Compute discount, interest, profit and loss, commission, markups and selling price, ratio and proportion, and percentages. Calculate surface, volumes, weights and measures.

Language Skills: Must have developed language skills to the point to be able to: Read newspapers, periodicals, journals, and manuals. Write business letters, summaries and reports using prescribed format and conforming to all rules of punctuation, grammar, diction and style. Participate in discussions and debates. Speak extemporaneously on a variety of subjects.

Relationships to Data, People and Things:

Data: Compiling: Gathering, collating, or classifying information about data, people or things. Reporting and/or carrying out a prescribed action in relation to the information is frequently involved.

People: Speaking-Signaling: Talking with and/or signaling people to convey or exchange information. Includes giving assignments and or directions to helpers or assistants.

Things: Operating-Controlling: Starting, stopping, controlling and adjusting the progress of machines or equipment. Operating machines involves setting up and adjusting the machine or materials as the work progresses. Controlling involves observing and turning devices to regulate reactions of materials.

Specific Vocational Preparation: Proficiency in Microsoft Office Professional with an emphasis on Word, PowerPoint and Excel to format and create professional documents to be used and distributed on the executive level. Candidate must have strong organizational skills and ability to prioritize duties to complete within required deadlines. Creativity to accomplish required tasks, such as documents being appealing to the eye, to find and research various information needed to complete and compile reports.

(ref. 43693)

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