At the heart of Radisson Hotel Group Americas is our brand promise, Every Moment Matters. More than just our motto, it's how we do business and who we are at our core. We firmly believe that our people are at the center of our success, so we strive to provide a meaningful employment experience with a focus on developing our team's talents.
Radisson Hotel Group Americas is proud to be one of the world's leading hotel groups, with nine distinctive hotel brands featuring more than 600 hotels throughout the US, Canada, and Latin America. Our portfolio includes Radisson Collection, Radisson Blu, Radisson, Radisson RED, Radisson Individuals, Radisson Inn & Suites, Park Plaza, Park Inn by Radisson, and Country Inn & Suites by Radisson.
Position Responsibilities:
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Ensures smooth daily operations and communications
• Responds to customer inquiries for information
• Arranges for services requested by the guest by working with other departments as appropriate
• Stays current with developments in the hotel by reviewing and updating the communication log
• Assists in relocation of guests during sold out nights, and will liaise with management in this matter
• Close communication with all other departments as needed to ensure the highest level of guest satisfaction
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas
• Communicates all operational events during the shift handover, and will follow up with any pending items.
• Ensures correct filing and updated information in correspondence with paperwork and systems
Takes care of guests and guest requests
• Handling heavy guest call volume related to housekeeping, engineering, room service, etc
• Place room service orders via hotel computer system
• Process all guest calls related to housekeeping and engineering, follow up to ensure complete guest satisfaction
• Anticipates guests needs promptly, acknowledge all guests however busy at any time
• Monitors guest complaints, comments, problems and requests
• Assists guests with transportation requests like parking, rental cars, airline and train reservations
• Follows up on guest reservation with the reservations department on open issues (correspondence, billing queries, comp rooms etc.)
• Accepts and records wakeup call requests and communicates them to PBX
• Relief back up to PBX Operator during high call volume periods
Ensures guest records are updated
• Maintain positive guest, resident and employee relations at all times
• Develop and maintain all guest profiles
• Updating and communication of guest preferences, incidents and requests as well as special arrangements for future reference.
Ensure proper accounting/ cashier procedures are followed
• Obtain assigned bank and ensure accuracy of contracted monies, keep bank secure at all times following hotel policy on cash bank
• Provide guests with change as requested
• Cash guest's traveler's checks as per Radisson Blu standard
• Posts charges
• Ensure after-departure-charges are posted as per policy
• Drop receipts, balance report and funds collected during each shift
• Complete designated cashier reports
• Processes customer credit at check-in in accordance with hotel policy
• Identifies and records special billing instructions and notifies Accounting
Creates 100% guest satisfaction by providing the Radisson Blu experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations
• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
• Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
• Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
• Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
• Performs other duties as required by Management to provide 100% Guest Satisfaction and genuine hospitality to our Guest.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Ability to sit or stand for up to 8 hours a day
• Ability to occasionally lift, carry, push or pull up to 50 pounds
• Good manual dexterity for the use of common office equipment
• Long hours sometimes required.
• Ability to work independently
• Ability to read, count, and write to accurately complete documentation.
• Ability to communicate with employees and guests.
• Ability to process information through computer system.
OTHER INFORMATION
We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information or other protected class. Our locations are drug-free and pre-employment drug tests are required. Background checks are also required before employment begins. We participate in E-Verify and those who are ineligible to work in the United States will not be considered.
Position Requirements: REQUIREMENTS:
• High school diploma or GED required
• Bachelor degree with emphasis in Hospitality preferred
• Excellent attention to detail
• Must possess the ability to handle multiple tasks
• Excellent communication and interpersonal skills
• Ability to effectively communicate with guests, team members and department managers
• Must possess a strong team spirit
• Prior customer service experience is required
• Strong Computer/PC skills
• Microsoft/Excel experience a plus
• Commitment to exceptional guest service
• A positive attitude
• Adhere to the policies and procedures of the hotel
• Ability to work a flexible schedule: mornings, evenings, swing shifts, holidays and weekends
• Basic math skills
We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, genetic information or other protected class. Background checks are also required before employment begins.
Visa Requirements: We participate in E-Verify and all candidates must be in possession of identification providing authorization to work in the United States as defined in the Immigration Reform and Control Act of 1968 (IRCA). This position does not offer sponsorship of Work Visas.