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The Laurel Hotel and Spa - Overnight Guest Experie

Company: Rane Culinary Science Center
Location: Auburn
Posted on: July 29, 2022

Job Description:

Job DescriptionThe Laurel Hotel & Spa will anchor the premier corner of South College Street and Thach Avenue, affording a stunning view of iconic Samford Hall. The amenities will include 16 luxurious rooms, 10 suites, 6 residences, a spa, fitness studio, rooftop pool, rooftop bar, cabana service and yoga pavilion.The Guest Experience Expert is responsible for the warm welcome, creating personalized experiences, anticipation of guests needs and a fond farewell. The Guest Experience Expert will be greeting guests upon arrival, assisting with luggage, checking them into and out of the hotel, making reservations, answering phones and assisting with food and beverage offerings. This position is the ultimate host for the hotel. The Overnight Guest Experience Expert will also be responsible for supporting other functions in the hotel as well as the successful completion of the night audit. Duties:

  • Be always an ambassador to the Laurel Hotel and Spa
  • Responsible for completing the night audit, reconciling all accounts and posting all charges for that day. Processes all payments according to established hotel requirements
  • Strong organization skills, as well as understanding of multi-disciplinary operationsMaintain complete knowledge of:
    • Handle guest complaints by following the defined problem resolution process and ensuring complete satisfaction
    • Collect guest preferences for all guests
    • Access all functions of computer systems according to established procedures and standards
    • Answer department telephone within 3 rings, using proper telephone etiquette
    • Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the Follow up within 10 minutes to ensure completion and guest satisfaction.
    • Accept, record and deliver wake-up calls
    • Assist in emergency situations as central communication center for hotel
    • Handle reservation call after hours of the reservations office
    • Book reservations accurately and in a professional manner
    • Promote packages, promotions, and up-sell whenever possible
    • Communicate pertinent guest information to designated departments/personnel (i.e., special requests).
    • Process all guest check-in, check-out and concierge needs according to established hotel requirements
    • Escort guest and transport their luggage to the guestroom
    • 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
    • Retrieve guestroom key form guest
    • Request guest comments on their stay
    • Handle requests for late checkouts according to established hotel procedure
    • Adhere to proper accounting procedures:
    • Post charges and settle room accounts
    • Process all checkouts according to established hotel procedures
    • Settle guest accounts following accounting procedures
    • Run closing reports and count bank at end of shift
    • Complete designated cashier reports
    • Balance and drop receipts
    • Successful completion of the training/certification program
    • Regular attendance in conformance with the standards, which may be established by Ithaka Hospitality from time to time, is essential to the successful performance of this position.
    • Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
    • Due to cynical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
    • Upon employment all employees are required to comply fully with Ithaka Hospitality rules and regulations for the safe and efficient operation of the hotel facilities.
    • Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
    • Assist with In Room Dining Orders
    • Legibly document maintenance needs on work orders and submit to Engineering - KYC system
    • Aware of local events, attractions, holiday schedules
    • Maintain complete knowledge and comply with all hotel and departmental policies and procedures
    • Access all functions of the computer systems in accordance with departmental
    • Set up workstations with necessary supplies; maintain cleanliness throughout shift
    • Assist with food & beverage offerings in The Library
      • Run a successful night audit
      • Complete the night audit checklist
      • Ensure all systems are up and running after night audit is complete
      • Reconcile all accounts for the previous day
      • Report any discrepancies to accounting
      • Maintain complete knowledge and comply with all hotel and policies and procedures
      • Set up workstationswith necessary supplies; maintain cleanliness throughout the shift
      • Meet with departing Guest Experience Experts to review business status and follow up
      • Perform all other duties as assigned Working Conditions:
          • Speak clearly and listen
          • See and adjust focus to include close, distance, depth, and peripheral vision.
          • Stand, walk run, sit, balance, stoop, kneel, climb, crouch, and/or crawl.
            • Handle objects, tools, and controls; reach with arms and hands.
            • Lift, pull, push and carry linen, products, equipment and other items weighing in excess of fifty(50) pounds.Qualifications
              • Previous hospital, hotel, hospitality, or spa experience preferred.
              • Must possess excellent communication skills.
              • Must be able to demonstrate all aspects of hospitality, professionalism, prompt and courteous service as well as keeping a positive demeanor in stressful situations.
              • Must be detail oriented and be able to multi-task.
              • Ability to be efficient and productive in a fast-paced environment.
              • Must have enthusiasm and possess excellent customer service skills.
              • Must possess basic math and money handling skills.
              • Enjoy working with people and possess a friendly and outgoing personality.
              • Excellent communication, listening and computer skills.
              • Ability to respond to common inquiries or concerns.

Keywords: Rane Culinary Science Center, Auburn , The Laurel Hotel and Spa - Overnight Guest Experie, Hospitality & Tourism , Auburn, Alabama

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