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Guest Services Agent

Company: Benchmark Hospitality
Location: Racine
Posted on: December 4, 2019

Job Description:

Benchmark's company culture is central to our management philosophy. The company's stated purpose is "to provide an entrepreneurial environment where determined people dare to create, share, and build futures.

To be the "benchmark" by which all others are judged takes passion, courage, and dedication. We invite you to explore our extraordinary offering of unique opportunities, all with a common goal of providing an unforgettable journey.

Job Description Summary:

The Guest Service Agent is responsible for the initial greeting and check-in of guests. Therefore, the Guest Service Agent is the first impression a guest has of The Council House or The Guest House and as such is responsible to act with the utmost professionalism and courtesy to each and every guest. Guest Service Agent position requires overall knowledge of all operations.

Job Description:

Essential Functions of the Position:

* Stand and be attentive to any guest at or approaching the Front Desk.
* Show high level of professionalism toward internal and external guests.
* Show high level of customer service, especially upon check in by welcoming a guest, give a small tour or pertinent information, and assist to their room offering help with luggage.
* Be the hub of communication and constantly be aware of guests and staff on property.
* Check guests in and out at the front desk and assist them to their guest room with baggage, etc.
* Answer incoming phone calls in a professional and pleasant manner, transfer to guest rooms or appropriate extensions when necessary, and take complete and concise message as needed with a detail orientated approach.
* Continually maintain music system throughout the property.
* Ensure the call accounting system is running.
* Maintain PMS system with accuracy and diligence including knowledge of checking in/out guests, assigning rooms, and making changes to reservations.
* Walk through the property with checklist and shift reports covering all areas to ensure that maintenance, housekeeping, and security standards are met.
* Maintain security of the property through tight key control and awareness of the in-house security system.
* Become familiar with the Racine, Milwaukee, Chicago area, provide information on local attractions/restaurants, etc. and keep guest information manuals updated.
* Assume accounting responsibilities:
* Posting of guest room and function event billing to proper accounts
* Daily inventory of petty cash
* Provide emergency support to include: fire alarms, employee injuries, incident report information, contact of the emergency support and notification of the Benchmark Racine Leadership Staff.
* Attend all department meetings as required.
* Maintain uniform and grooming standards as outlined in Employee handbook and departmental training.
* Read the Front Office logbook regularly and communicate necessary information to next shift.
* Have comprehensive knowledge by cross training at both TGH and TCH.
* Be in good communication with supervisor and manager by asking questions and relaying problems and concerns.

Marginal Functions of the Position:


* Provide complete tours of the properties.
* Assist Property Operation, Dining Room and Housekeeping staffs when needed.
* Provide secretarial support to guests to include faxes, copies, etc.
* Become increasingly familiar with SC Johnson Company and/or The Johnson Foundation corporate culture and key personnel.
* Other duties as directed by the Operations Committee
* Provide representation during helicopter drop offs and pick ups.
* Receive as many comment cards from guests as possible.
* Posses selling techniques to encourage increased revenue for the property (TCH).
* Be able to give a complete tour of the properties.

.



Additional Responsibilities for the Night Auditors:

It is the night auditors responsibility to administer all night audit functions, ensuring that all daily transactions are accounted for and posted to the correct departments. Ensure that the night audit is performed in an accurate and timely manner. Ensure proper distribution of Daily Reports (TCH). Record the daily usage of the Company vehicles by filling out the Mileage Report (TCH specific). Direct billing of function events and overnight guest rooms.

Experience and Skills Required:

High School Diploma or equivalency is required. One year hospitality experience preferred. Excellent communication skills is a requirement. Word processing and other computer knowledge as well as excellent customer service skills.

Keywords: Benchmark Hospitality, Racine , Guest Services Agent, Hospitality & Tourism , Racine, Wisconsin

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