Guest Service Agent

Leisure Sports Front Office Department

Job Description

GUEST SERVICE AGENT

MISSION

To create great first impressions of Renaissance ClubSport by ensuring guests are welcomed and their luggage and other immediate needs are cared for. To carry the guest’s luggage to and from their assigned room and see to it that the guest is settled in a room which meets all RCS standards. To deliver all request to guest rooms, following all service quality and hospitality standards. To keep the bell stand and general lobby area neat and clean. To deliver requested extras, such as cribs, pillows, razors, or towels to guest rooms. To provide the Housekeeping team with additional support in times of need. 

REPORTS TO

Front Office Manager

DRIVERS of SUCCESS

• Personable, Friendly Demeanor
• Customer Service Obsession
• Team Player
• Professionalism, Responsibility, Enthusiasm
• Communication Skills
• Organization and Multi-Tasking Skills

PRIMARY RESPONSIBILITIES

• Warmly and hospitably welcome all guests to the hotel as they arrive
• Assist guests to and from rooms; be very careful with luggage; converse with guests as you accompany them to their room; promote the special features of the hotel and club
• Upon arrival at the guest room, assist guest in any way possible or requested: open drapes, turn on lights, set up luggage, fill the ice bucket, and so forth
• Keep luggage carts clean and neatly arranged in the designated area. When putting luggage on carts, use extreme care and proper loading techniques for the protection of guest property. When transporting a loaded cart, watch carefully for people in hallways, around corners, or in elevators, and be careful not to bump walls or corners
• Deliver room request to guest rooms promptly; present and serve the request according to the RCS service manual
• Inspect the guest room corridors and elevator landing areas throughout scheduled shift and remove trash, towels, glassware from these areas to ensure cleanliness
• Deliver other items requested by guests, such as extra towels, pillows, cribs, etc. to guest rooms; assist in setting up the item if requested
• Be knowledgeable about all hotel and club facilities, programs, and services, as well as local points of interest and local restaurants, bars, parks, golf courses, theaters, and so on
• Have a clear understanding of all other departments in the hotel and club
• Follow all hotel rules, policies and procedures set by the property and the Front Office Manager
• Check luggage for departing guests who request this service; take extra care when tagging luggage. When retrieving checked luggage, be 100% accurate when matching tags
• Be visible in the hotel lobby and front drive to assist guests with questions or directions
• Keep the front drive clear for guest to load and unload luggage, assist accordingly  
• Keep the bell stand, general lobby, and porte cochere areas neat and clean at all times
• Follow the general “clean as you go” campaign while en route back from rooming guests or delivering items to guest rooms
• Complete all side duties, which may include, picking up or delivering dry cleaning to or from guest rooms, and upkeep of the bell closet
• Assist the Housekeeping team with guest room preparation and/or evening guest request for service following Renaissance brand standards  
• Report any maintenance items to Engineering when inspecting hotel corridor/elevator landing areas or when notified by guest    
• Never solicit tips by words or actions. Always thank a guest for a tip, regardless of the amount
• Other responsibilities or projects as assigned by the Front Office Manager

ESSENTIAL PHYSICAL REQUIREMENTS

Qualified candidates, with or without reasonable accommodations, must be able to:

• Write, speak clearly, read, hear and see
• Demonstrate good posture throughout shift
• Stand and walk for duration of work shift
• Demonstrate manual dexterity and coordination – handling breakables and hot dishes
• Perform general housekeeping work
• Bend and lift up to 50 lbs.