Crestline Hotels & Resorts

  • Gallery Host (Front Desk Clerk - Full-Time)

    Job Location US-MD-Linthicum Heights
    Posted Date 1 week ago(10/8/2018 5:03 PM)
    ID
    2018-21563
    Hotel Name
    Hyatt Place Baltimore/BWI Airport
    Type
    Full-Time
    Bonus/Incentive Pay
    Not Applicable
  • Overview

    Gallery Hosts contribute to the hotel's commitment to high quality guest service and teamwork and must be the kind of person who appreciates high standards of excellence. The Gallery Hosts creates an experience for our hotel guests by offering them a larger than home experience with welcoming, helpful and exceptional service, while maintaining a clean, comfortable and inviting environment. This position is responsible for the complete guest experience; to include the Gallery Host Stand, the Bakery Café, the Guest Kitchen, the e-room and the TV den, guest check in and out and the servicing of the meeting rooms. Previous guest service experience as well as the ability to communicate well with guests required.

    Responsibilities

    • Resolve guest complaints, ensuring guest satisfaction.
    • 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.
    • Maintain complete knowledge at all times of:
      • a) all hotel features/services, hours of operation.
      • b) All room rates, special packages and promotions.
      • c) Daily house count and expected arrivals/departures.
      • d) Scheduled daily group activities.
      • e) Brand services and requirements including F&B
    • Obtain assigned bank and ensure accuracy of contracted monies.
    • Keep bank secure at all times.
    • Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
    • Process all guest check-ins.
    • Verify registration card information with the guest.
    • Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
    • Handle overbooked or walked in guests.
    • Accept and record wake-up call requests.
    • Monitor, send and distribute guest faxes.
    • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
    • 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.
    • Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

    Qualifications

    Education:   

    • High School Graduate or General Education Degree (GED): or Work Equivalent

    Experience: 

    • One year previous experience in a similar position in a select service hotel preferred
    • Customer service experience required

    Other: 

    • Basic computer skills required
    • Must have good understanding of the English language.
    • Good communication skills both verbal and written.
    • Certification of previous training in liquor, wine and food service preferred.
    • Must be available to work weekday and weekend shifts.

    EEO/AA Employer Disclosure

    Crestline Hotels & Resorts is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, or disability status.

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