Job Number 24060357Job Category Rooms & Guest Services OperationsLocation Renaissance Lucknow Hotel, Vipin Khand, Lucknow, Uttar Pradesh, India VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPOSITION SUMMARYSet up accurate accounts for each guest upon check-in according to their requirements. Assign room according to guest request and preferences whenever possible. Ask for and enter Marriott Rewards information; sign guests up for Marriott Rewards. Verify and adjust billing for guests. Block rooms in the computer and identify designated requirements and requests. Communicate guest and employee messages by printing and arranging for delivery. Run and check daily reports/contingency lists. Identify and explain room features to guests. Supply guests with directions and property information. Answer, record, and process all guest calls, requests, questions, or concerns. Contact appropriate individual or department to resolve guest call, request, or problem. Follow up with guest regarding satisfaction with guest-related issues. Dispatch bell staff or valet staff as needed. Communicate parking procedures to guests/visitors. Notify Loss Prevention/Security of any guest reports of theft.Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Enter and locate work-related information using computers and/or point of sale systems. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.PREFERRED QUALIFICATIONS Education: No high school diploma or G.E.D. equivalent. Related Work Experience: No related work experience. Supervisory Experience: No supervisory experience. License or Certification: NoneMarriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.At Renaissance Hotels, we believe in helping our guests experience the DNA of the neighborhoods they are visiting. Our guests come to discover and uncover the unexpected, to dive into a new culture, or simply to make the most of a free evening. They see business travel as an adventure because they see all travel as an adventure. Where others may settle for the usual, our guests see a chance to bring home a great story. And so do we. We're looking for fellow spontaneous explorers to join our team to bring the spirit of the neighborhood to our guests. If this sounds like you, we invite you to discover career opportunities with Renaissance Hotels. In joining Renaissance Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.Salary: . Date posted: 04/05/2024 02:34 PM

Guest Service Agent I

Fairmont Hotels and Resorts, Victoria, Any, Canada

Company DescriptionRecognized as one of Top 21 Iconic Hotels in the World by National Geographic Traveler magazine, honoured with Travel + Leisure Magazine's World's Best Award for Top 10 City Hotels in Canada, and awarded Best Historic Hotel in the Americas, Fairmont Empress is located in Victoria, BC overlooking the city's sparkling Inner Harbour.This Forbes Recommended, 4 Star property, offers 431 beautifully appointed guest rooms and suites, Willow Stream Spa with signature West Coast experiences, Q at the Empress Restaurant featuring Pacific Northwest cuisine and award winning wine list, and Q Bar with its regionally focused cocktail culture was recently named to Canada's 50 Best Bars list. World famous Tea at the Empress is a bucket list experience in the hotel's sophisticated Lobby Lounge. Located on Vancouver Island, Canada's Castle on the Coast is the ideal starting point to explore British Columbia's stunning natural beauty.Job DescriptionGUEST AGENT IWhat is in it for you: Employee benefit card offering discounted rates at Accor properties worldwide Exclusive Employee and Friends & Family Discounts at Fairmont HotelsExclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and WhistlerOpportunity to develop your talent and grow within your property and across the world! Complimentary meal during your shift through our Colleague Dining Program Complimentary uniform launderingAccess to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorksAccess to our company-matched Defined Contribution Pension Plan (DCPP)Opportunity to develop your talent through coaching and our Leadership Mentoring ProgramsHourly pay rate of $26.40 to $30.18What you will be doing: Ensure the smooth operation and maintenance of standards and profitability of the Front OfficeWork cooperatively with other departments to ensure total guest satisfactionGreet, assist, direct guests and respond to their inquiries and requestsCheck in and check-out of hotel guests with warm and engaging serviceHandle cash, credit card and voucher transactions, balance daily transactionsMaintain and update computer data - training manuals, procedures and SOPsReview, complete and delegate tasks associated with all front office reports including guest account traces, departures, contingency reports, maintenance, check-out with balance, rate change, etc.Print guest registration cards and coordinate vouchers associated with various room packagesAssist in the coordination and blocking of rooms for all room categories, including incoming group and tour arrivals and all reservations 3 days prior to arrival. Balancing inventory when necessaryDaily review of ACDC arrivals and guest loyalty membershipsEnsure all front and back working areas are kept immaculately clean and organized at all timesEnsure all tasks are completed as assigned and/ or requested on the daily GSA tasklists.Supervise the daily operations of the Front Desk and ensure all established policies and procedures are followedEffectively lead and motivate all colleagues in the Front OfficeEnsures that the security of the hotel is maintained through participation in the Emergency response procedures and ensure only registered guests and patrons use the Reception LobbyConduct shift briefings with all colleagues in the Front OfficeDetermine and encourage upsell opportunities and loyalty membership enrolmentsEstablish and monitor breaks and coordinate accordinglyEffectively handle guest comments both in person and in writing, with an ability to identify and rectify any concernsAssist Guest Service Agent IIs and Guest Service Coordinators with any guest issues or problemsGuide, mentor and train Guest Service Agent IIs when required. Perform service and knowledge audits with Guest Service Agent IIsBe Health and Safety conscious and actively participate in maintaining a safe work environmentPromote and recommend the use of hotel outlets and spaOther duties as assignedQualificationsYour experience and skills include:Minimum of three years (in the last 5 years) experience as a Guest Agent in a luxury environment demanding a similar standard of guest/customer serviceCompletely fluent English language skills; both written and verbalImpeccable and professional grooming and presentationClear, precise, professional and helpful telephone mannerDemonstrated leadership abilityDemonstrated a high level of responsibility and commitmentDemonstrated excellent organizational skills - showing flexibility in handling multiple priorities and meeting deadlinesDemonstrated team player with proven success in relationship buildingDemonstrated initiative with strong leadership and motivational skills and the ability to guide, mentor and train Guest Service AgentsProven ability to work well independently with minimal supervisionProven ability to effectively solve problems and make decisions, handle a multitude of tasks in a bust, dynamic environment while remaining calm and collectedDemonstrated commitment to provide excellent service, anticipate guest needs and exceed guest expectations with a history of responding empathetically and with urgency to guest and colleague needsDemonstrated ability to make high-quality service decisions, effectively solve problems and resolve guest concerns in a timely, personable and self-confident manner to pro-actively serve guestsComprehensive and current knowledge of local attractions, events, restaurants and transportation informationKnowledge of computerized Front Office systems required, with emphasis in Microsoft applications and Opera PMSMust be available to work flexible hours including overnight shiftsMust have the ability to handle cash effectively and accuratelyMust be bondableSecondary school diplomaPrevious experience in a supervisory position is preferredPost-Secondary degree / diploma, preferably in Hospitality Management is an assetAdditional InformationPhysical Aspects of Position (include but are not limited to): Constant standing and walkingFrequent bending and kneelingFrequentcarrying and liftingVisa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.Your team and working environment: Welcome to Canada's Castle on the Coast. The Empress Hotel sits proudly at the centre of culture and history in Victoria, British Columbia. This is the best of all worlds - where contrast meets distinction, opulence blends harmoniously with the understated and fabled history meshes with contemporary affairs. This award-winning Victoria hotel and National Historic Site is an alluring blend of classic and contemporary, vintage and cutting-edge: Where Modern meets Iconic. Come join our wonderful team of hospitality experts!Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESSSalary: . Date posted: 04/17/2024 10:07 PM