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The Laurel Hotel and Spa - Guest Experience Expert

Company: Rane Culinary Science Center
Location: Auburn
Posted on: August 5, 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. Duties:

  • Be always an ambassador to the Hotel at Auburn University, in and outside of one's
  • Strong organization skills, as well as understanding of multi-disciplinary Maintain complete knowledge of:
    • All hotel features/services, hours of
    • All hotel restaurant food concepts, menu price range, dress code and
    • All hotel room types, numbers/names, layout appointments, amenities and
    • All hotel room rates, special packages and promotions, and room availability status for any given
    • Daily house count and expected arrivals/departures.
    • Scheduled daily group activities, names and locations of meeting
    • Maintain complete knowledge and comply with all hotel and policies and
    • Meet with departing Guest Services Agents to review business status and follow up
    • Set up workstations with necessary supplies; maintain cleanliness throughout
    • Promote positive guest relations to all individuals approaching the Guest Services Areas
    • Handle guest complaints by following the procedures and ensuring guest
    • Collect guest preferences for all
    • Legibly document pertinent information in the
    • Access all functions of computer systems according to established procedures and
    • Answer department telephone within 3 rings, using proper telephone
    • Provide callers with accurate information on hotel facilities and
    • Accommodate and expedite all telephone and radio requests in congenial manner within 2 minutes of
    • 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.
    • Offer detailed information on the voice mail system to callers and guests wishing to leave a
    • Accept and record wake-up call
    • Accept and process all guest requests for "Do not disturb", "Call forwarding", "and non-registered guests".
    • Issue keys to employees, assuring that they are signed out to the proper individual, and signed back in at the end of that employee's shift.
    • Monitor, send and distribute guest
    • Route callers to requested guest or hotel personnel/department.
    • Place calls on "hold" only after agreement from
    • Monitor telephone system problems and maintain log of
    • Monitor busy lines; check back with caller on hold to update status and offer to take a
    • Monitor unanswered lines; return to caller after 3 rings to update status and offer to take a
    • Take, record, and relay messages accurately, completely, and Offer and connect caller to voice mail when appropriate.
    • Assist in emergency situations as central communication center for
    • Handle reservation call after hours of the reservation's
    • Book reservations accurately and in a professional
    • Monitor room type
    • Hard-block any special room request, such as handicap accessible rooms and
    • Document and confirm reservations and
    • Block rooms in the computer and follow through on designated
    • Promote packages, promotions, and up-sell whenever possible
    • Set up accurate accounts for each reservation according to their requirements (i.e., share-with, separate room/tax/incidentals, comp).
    • Communicate VIP and Repeat Guest arrivals to designated personnel for escort and delivery of
    • Communicate pertinent guest information to designated departments/personnel (i.e., special requests).
    • Generate, print and distribute daily and weekly
    • Pre-register designated guests and prepare key
    • Process all guest check-in according to established hotel requirements
    • Confirm reservation in system and review all noted
    • For guests without a reservation, sell a room type agreed
    • Register guest in the computer and generate a registrations
    • Verify registration card information with
    • Obtain back-up information for guest; credit/payment method and input into system; collect cash when
    • Assign requested
    • Advise guest of any messages, mail, faxes, , received for them.
    • Inform guest of room key
    • Obtain proper identification for tax-exempt guests and retain a copy
    • Escort guest and transport their luggage to the
    • 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
    • Handle requests for late checkouts according to established hotel
    • Conduct group check-ins/outs according to established hotel
    • Resolve discrepancies on the room status report with
    • Handle requests for late checkouts according to established hotel
    • Assist all departments in obtaining appropriate information regarding groups' inventory and guest
    • Adhere to proper accounting procedures:
    • Process adjustment vouchers, paid-outs, miscellaneous
    • Make change for guests and cash guests' personal checks/travelers
    • Post charges and settle room accounts
    • Process all checkouts according to established hotel
    • Resolve any late
    • Present folio to guest and resolve and disputed
    • Settle guest accounts following accounting
    • Run closing reports count bank at end of shift
    • Complete designated cashier reports
    • Balance and drop receipts
    • Secure bank
    • Successful completion of the training/certification
    • Perform any task assigned by any
    • 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 Scheduled daily group activities, names and locations of meeting/banquet rooms
    • Aware of local events, attractions, holiday schedules
    • Maintain complete knowledge and comply with all hotel and departmental policies and procedures
    • Obtain department keys and radio; ensure security of
    • Access all functions of the computer systems in accordance with departmental
    • Set up workstations with necessary supplies; maintain cleanliness through
    • Assist with food & beverage offerings in The Library. 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 - Guest Experience Expert, Hospitality & Tourism , Auburn, Alabama

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