Overnight GSA

Position Objective

Attending to guest needs, including but not limited to guest arrivals and departures and cashiering during overnight shifts. 

Essential Job Functions

• Greet and warmly welcome guests upon arrival.  
• Register guests into the system, verifying reservation, address, email address, phone number and method of payment information.  
• Promote the I-prefer Hotel Reward Program and provide recognition and benefits to all present members.
• Apply payment to guests’ accounts both at the time of registration and at checkout. 
• Post miscellaneous charges as requested.
• Handling Cash Transaction including foreign currency exchange.  
• Answer phone calls in a timely and professional manner.  
• Respond and process guest requests (including by email) in a timely and efficient manner. 
• Handling guest’s complaint up to the guest’s complete satisfaction. 
• Log and update the opportunity into the HOTSOS to communicate with the team
• Record guests preference, update into guest profile and act upon 
• Assist guests in business needs such as printing out the document. 
• Provide guests with information regarding hotel facilities and local attractions.
• Assist guests to book (a table, a ticket, a tour etc.) in absence of Concierge
• Escort the guests to the room and perform a room orientation in absence of Bellman
• Reserve a room or modify a room reservation in absence of Reservation
• Provide an appreciative fond farewell and encouragement to return to the departing guests

Education/Experience

•  High school or equivalent education required.
• Must be 18 years of age or older. 

Basic Required Skills

• Must be able to speak, read, write and understand English used in the workplace.
• Must be able to read and write to facilitate the communication process.   
• Requires good communication skills, both verbal and written. 
• Must possess basic computational ability.   
• Must possess basic computer skills.
• General knowledge of the city where hotel is located and its attractions.
• Extensive knowledge of the hotel, its services and facilities.

Physical Demands

• Most work tasks are performed indoors.   Temperature is moderate and controlled by hotel environmental systems.
• Must be able to stand and exert well-paced ability for up to 4 hours in length.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to exert well-paced ability in limited space.
• Must be able to lift up to 15 lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
• Ability to spend extended lengths of time viewing a computer screen.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment. 
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, photocopiers and other office equipment as needed.  

Work Environment

• Must be able to work effectively in a stressful environment, communicate with others, effectively deal with customers and accept constructive criticism from supervisors.
• Must be able to change activity frequently and cope with interruptions.