GUEST SERVICE ATTENDANT

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

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.

• 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.

• 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.

• For this New York, New York United States-based position, the expected hourly base salary is $30.2333-$40.3111.
  

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