Guest Services Agent

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A California classic perched atop a Sausalito hillside, Casa Madrona Hotel & Spa offers a multi-layered waterfront escape. Blending Victorian heritage with modern, relaxed luxury, this Historic Hotel of America-listed on the National Register of Historic Places-provides an engaging environment for hospitality professionals dedicated to delivering exceptional coastal California experiences. Amenities include: luxury spa, waterfront views, fine dining, meeting rooms, boutique services. 64 rooms | 8,656 sq. ft. meeting/event space ────────────────────────────────────────────────────────────────────── Pay Range: $21.00-$31.00 ────────────────────────────────────────────────────────────────────── JOB SUMMARY Payrate: $22/hr Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry. JOB DUTIES - Maintain complete knowledge at all times of: - All hotel features, services, hours of operation. - All room types, numbers, layout, decor, appointments and location. - All room rates, special packages and promotions. - Daily house count and expected arrivals/departures. - Room availability status for any given day - Scheduled daily group activities. - Maintain complete knowledge and comply with all hotel and departmental policies and procedures. - Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times. - Meet with supervisor to review daily assignments and priorities. - Meet with departing Front Desk Agent to review business status and follow up items. - Access all function of computer system according to established procedures and standards. - Set up work station with necessary supplies; maintain cleanliness throughout shift. - Answer department telephone within three rings, using correct greeting and telephone etiquette. - Promote positive guest relations to all individuals approaching the Front Desk. - Accommodate all requests for information in a congenial manner. - Process all guest check ins according to established hotel requirements: - Confirm reservation in system and review all noted information - For guests without a reservation, sell a room type as agreed upon - Register guest in computer and generate a registration card - Verify registration card information with guest, obtain back up information for guest credit or payment method and input into system; collect cash when designated - Assign guest room - Advise guest of any messages, mail, faxes, etc. received for them - Inform guest of room safe and mini bar key and room key procedures - Issue parking passes validate valet parking tickets and enter information in computer - Communicate services and amenities included in packages to guests on packages - Obtain proper identification for tax exempt guests and attach form to registration card - Obtain guest signature for designated paperwork - Obtain Bell Person to escort guest and transport their luggage to the room. - Maintain guest history files on all guests. - Communicate VIP arrivals to designated personnel for escort and delivery of amenities. - Set up accurate accounts for each guest checking in according to their requirements (sharing, separate room, tax, incidentals) - File registration cards and vouchers in bucket by room number. - Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests. - Accommodate room changes expediently. - Handle guest complaints according to the six step procedures, ensuring guest satisfaction. - Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction. - Take, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals. - Offer detailed information on the voice mail system to callers and guests wishing to leave message. - Accept and record wakeup call requests; deliver to PBX. - Issue safe deposit boxes to guests and ensure security of keys. - Distribute all guest and department mail. - Monitor, send and distribute guest faxes. - Document and confirm reservations and cancellations. - Block rooms in the computer and follow through on designated requirements. - Pre-register designated guests and prepare key packets. - Communicate pertinent guest information to designated departments/personnel (special requests, amenity delivery). - Generate, print and distribute daily and weekly reports. - Resolve discrepancies on the room status report with Housekeeping. - Match the bucket check to in house guest ledger report; report discrepancies to manager. - Process all check outs according to established hotel requirements. - Resolve any late charges - Present folio to guest and r

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