Guest Services Associate
Department – Front Office
Reports to – Guest Services Manager
What’s the job?
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Agent, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location. You’ll be responsible for all front office duties including the activities of the front desk, reservations, guest services, and telephone areas. In addition, you will ensure the proper appearance of the lobby and all public areas, including the breakfast area.
Your day-to-day
Revenue
Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly suggest new ways to increase room revenue and occupancy.Rates: Aggressively and effectively manage and continuously update rates as per Opal’s training and standards.Sales & Marketing: Work closely with the sales team and capitalize on all revenue opportunities.Profit
Effectively support the Guest Services Manager control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and suggest cost saving strategies.QualityGuest Service: Ensure that the hotel meets/exceeds Opal’s and Brand standards for guest satisfaction.Leadership
Leading: Motivate and support other Guest Services team members and be accountable for set goals.Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to Opal’s Standard Operating Procedures.Requirements
High School diploma or higher-level education1-year Hotel front office experienceMust wear appropriate uniform as prescribed by Opal’s policyWilling to work flexible hoursFlexible attitude to shifts – you may need to work nights, weekends and/or holidaysSpecific Responsibilities
Send a daily end of the shift activity and accomplishment email to the Guest Services Manager (GSM) and a copy to the General Manager.Be proficient on the use of the property management system and facilities management software.Have a good understanding of all hotel operating procedures.Be the warm welcome that kicks off a memorable guest experienceAcknowledge Brand rewards members and returning guests, in person or on the phone.Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay.Handle cash and credit transactions.Start every stay right by swiftly checking guests in and out – take IDs, hand out room keys, and control and release safety deposit boxes.Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns.Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed.Take pride in your appearance and place as a brand ambassador.Always know what events and activities are on the day’s schedule.Jump into other ad-hoc duties when your colleagues need your help.Comply with all existing and new front office and breakfast area policies and procedures.Comply with and honor the front office staff work schedules.Monitor the front office communications log.Read and initial the front office log on shift start and make appropriate entries at end of shift.Observe Opal’s appearance and dress code/uniform policy.Attend daily huddles and weekly departmental meetings.Be proficient on the use of all front office equipment such as credit card machine, copier and fax.Inform the GSM of any unique situations, or unusual developments in front office operations.Handle guest complaints effectively.Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift.Process, as assigned, reservations by mail, telephone, fax and central reservation systems referrals.Process, as assigned. reservations received from sales office and other hotel departments.Have complete knowledge of room types and offered rate plans.Fully understand the hotel’s franchise policy on guaranteed reservations and no-shows.Process, as assigned, cancellations and modifications to reservations.Promote goodwill by being courteous, friendly, and helpful to guests, managers and all other associates.Optimum Attributes
Effective communication skillsPleasing personalityGood team playerGood listenerWell-groomed and professional appearanceOpen with praise, discrete with criticismLiterate and tech-savvyProblem solving skillsPerformance Standards
Performance shall be measured by the following:
Budgeted RevPARMSI IndexGuest Satisfaction Index (GSI).The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.
Equal Opportunity Employer
Read LessExecutive Housekeeper
Department – Housekeeping
Reports to – Facilities Manager / General Manager
What’s the job?
As Executive Housekeeper, you’ll properly and efficiently perform and oversee all housekeeping duties to make sure our rooms and suites are always ‘fresh and welcoming’ for our guests – creating a haven for them to escape and relax in – or get that last bit of work done. You will also properly and efficiently perform and oversee all cleaning activities of the Hotel’s facilities, including routine and deep cleaning of guestrooms, public areas, back of the house and laundry operations. You will ensure all aspects of the hotel’s housekeeping department are kept to the very best standards and in line with all relevant health and safety regulations and procedures. You’ll also keep all housekeeping areas maintained and organized along with being secure.
Your day-to-day
Leadership
Motivate, coach / mentor, and train housekeeping team members, set goals and hold team members accountable.Provide feedback, rewards, and recognition to team members.Directly supervise all public space, laundry and housekeeping personnel and ensure the proper and efficient completion of all housekeeping, laundry and public space duties.Communicate with all hotel department heads to stay informed of housekeeping needs and ensure timely responses to requests.Direct and coordinate all the cleaning activities of the Hotel’s facilities, including routine deep cleaning of guestrooms, public areas, back of the house and laundry operations; routine maintenance; and properly scheduled preventative maintenance alongside with the Maintenance Engineer.Train and develop your team and improve their performance through mentorship, coaching and feedback, and create performance and development goals for team members.Recommend or initiate any HR related actions where needed.Perform other duties as assigned. May also serve as manager on duty.Quality / Safety
Ensure the proper appearance of the Hotel from the entrance to meeting rooms to all public space and back of the house. Direct and coordinate the cleaning of the parking lot and walkways, service and trash areas, and the exterior of all buildings.Ensure the hotel meets / exceeds Opal and Brand quality standards for housekeeping and property condition.Ensure a safe and secure environment for guests, team members and hotel assets in compliance with policies and procedures and regulatory requirements.Prioritize and complete work orders from guests and hotel team members.Guest Experience
Understand and respond to guest needs and ensure a high level of guest satisfaction.Cost Control.Effectively control and manage all housekeeping, laundry and engineering operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies. Monitor and control daily costs per occupied room (CPOR) for all housekeeping and maintenance activities.Conduct monthly Inventories.Use the Logistics system to electronically set-up all housekeeping boards and to track minutes per room.Monitor budget and control expenses with a focus on energy management, preventive maintenance, and capital planning.Requirements
High school diploma or higher-level education2 years Housekeeping or similar experience with 1 year of supervisory experience preferred.Must speak fluent English (other languages such as Spanish preferred)Must be a strong leader, self-motivator and team builder.Flexibility – 45+ hours per week (min. 5 days per week)Strength – with occasional lifting/pushing/pulling of items up to 50 pounds.Specific Responsibilities
Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the Opal Director of Operations.Understand and be able to use the property management system, facilities management software (i.e., Logistics), and labor management system (i.e., ADP).Have a good understanding of all of hotel operating procedures.Enforce all existing and new policies and procedures with the housekeeping, laundry and engineering staff.Maintain proper staffing in all areas of responsibility.Conduct regular performance reviews of staff.Read Front Desk communications logs on-a-daily basis.Monitor appearance of all housekeeping, laundry and engineering staff, to ensure they are following company uniform policy.Conduct daily and huddles and participate in weekly departmental meetings.Conduct individual meetings as needed.Supervise delegated responsibilities and follows up.Exhibit great leadership skills.Conduct a regular inventory of all housekeeping and laundry supplies as per standard operating procedures.Order, check and maintain housekeeping and laundry supplies at par standards.Inform the Facilities Manager/General Manager of any unique situations, or unusual developments in housekeeping and laundry operations.Handle guest complaints effectively.Be willing and able to work any shift and fill in when other employees are not able to work their scheduled shift.Complete weekly schedule for housekeeping and laundry staff as per standard operating procedures.Understand the Chart of Accounts in order to code the invoices for housekeeping and laundry.Be knowledgeable of room types and standards for supplies.Open and close rooms as required for engineering work orders and preventative maintenance.Promote goodwill by being courteous, friendly, and helpful to guests, managers and all other associates.Maintain, review, and assign all brand training requirements.Review and implement newly introduced/updated Opal and/or Brand standards.Optimum Attributes
Effective communication skillsGood listenerPleasing PersonalityTeam playerGreat listenerOpen with praise, discreet with criticismWilling to work on weekends and holidays if requiredWell-groomed and professional appearancePerformance Standards
Performance shall be measured by the following:
Budgeted Cost Per Occupied RoomGuest Service Index (GSS)Brand Quality Audit (QA)Associate Standard Index (ASI)The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.
Equal Opportunity Employer
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