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Guest Service Agent PM

Company Name:
Destination Hotels & Resorts
Guest Service Agent PM
Property Doubletree Hotel Boston-Bedford Glen
Company Introduction Destination Hotels & Resorts began in 1972 with the development and management of condominium resorts. Since then, we have grown to become consistently ranked as one of the top ten hospitality & property management companies in the country (ranked by Hotel Business Magazine) with more than 9,300 employees, over 9,600 hotel rooms and condominium units, and more than $2.2 billion in assets under management. We are a wholly owned subsidiary of Los Angeles-based Lowe Enterprises, a privately-held, national real estate organization active in commercial and hospitality property management investment, and development. Since its inception, Lowe has been responsible for more than $16 billion in assets nationwide.
Destination Hotels & Resorts fosters a creative, entrepreneurial and energetic work environment where people come to work and have the opportunity to make personal contributions to the business in which they work. We value passionate people who love to be challenged and desire the freedom to contribute to the overall success of the organization, while accepting full responsibility and accountability. Your role will be integral to the success of meeting our clients expectations and the continued growth of the company. We strive to create a work place culture that values family, work life balance, and community. We help develop our associates and provide support for them to be professionally successful and to have future growth opportunities predicated on that success.
Property Introduction The Doubletree Hotel Boston-Bedford Glen, nestled on 24 wooded acres only 18 miles northwest of Downtown Boston just off the crossroads of I-95 and Route 3, is centrally located by the Middlesex towns of Bedford, Burlington, and Billerica. Our contemporary, boutique hotel is the perfect suburban retreat for leisure or business travel, and is ideally suited for business conferences or gala social events. Boston's Logan International Airport (BOS) is less than 40 minutes away, and we offer complimentary car service within a five-mile radius of the hotel.
Job Description
JOB OVERVIEW
Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors.
ESSENTIAL JOB FUNCTIONS
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge at all times of:
o all hotel features/services, hours of operation.
o all room types, numbers, layout, decor, appointments and location.
o all room rates, special packages and promotions.
o daily house count and expected arrivals/departures.
o room availability status for any given day.
o scheduled daily group activities.
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 functions of computer system.
Set up work station with necessary supplies.
Answer department telephone within specified amount of rings determined by property guidelines, using correct greeting and telephone etiquette.
Promote positive guest relations to all individuals approaching the Front Desk.
Process all guest check-ins.
Confirm reservation in system and review all noted information.
For guests without a reservation, sell a room type agreed upon.
Register guest in the computer and generate a registration card.
Verify registration card information with the guest.
Obtain back-up information for guest credit/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.
Communicate services and amenities of the hotel to guests.
Obtain proper identification for tax exempt guests and attach form to registration card.
Direct 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 (i.e., separate room/tax/incidentals, comp).
File registration cards and vouchers in bucket by room number.
Handle overbooked or walked guests.
Accommodate room changes.
Document all guest requests, complaints or problems.
Take, record and relay messages accurately, completely and legibly.
Required Qualifications
Any combination of education and experience equivalent to graduation from high school or any other combination of training or experience that provides the required knowledge, skills and abilities.
Previous customer service experience
Compute basic arithmetic.
Fluency in English both verbally and non-verbally.
Provide legible communication and directions.Ability to:
handle cash and accurately perform payment transactions.
perform job functions with attention to detail, speed and accuracy.
prioritize and organize.
be a clear thinker, remaining calm and resolving problems using good judgment.
follow directions thoroughly.
understand guest s service needs.
work cohesively with co-workers as part of a team.
work with minimal supervision.
maintain confidentiality of guest information and pertinent hotel data.
input and access information in the property management system/computers/point of sales system.
Ability to work nights and weekends
Preferred Qualifications
City Bedford
State Massachusetts
Job Type Full Time
Type of Position Hourly Position

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