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PM Hotel Group · 1 month ago

PM Desk Agent/Night Audit Relief| Cambria Austin Airport

Austin, Texas, United States

Full-time

Onsite

New Grad, Entry Level

$18/hr - $18/hr

PM Hotel Group is seeking a PM Desk Agent/Night Audit Relief for their Cambria Austin Airport location. The role involves providing exceptional customer service, managing guest check-in and check-out processes, and ensuring a positive experience for all guests.

Responsibilities

Approach each guest interaction with the mindset of exceeding guest expectations

Driving the hotel shuttle as necessary or required

Embrace the Cambria culture personifying it in daily interactions with guests and co-workers alike. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as restaurant, fitness center and pool hours, and local attractions

Complete the registration process by inputting and retrieving information from a computer system, and confirming pertinent information including number of guests, all adult guest names, address, phone number, email address and room rate

Help create an energized environment as a participating member of the Front Desk team. Embrace the Sheraton culture, striving to exceed guest expectations at every opportunity

Promote the guest loyalty program providing recognition and benefits to all present members. Describe member benefits to non-members with the goal of enrollment

Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide room keys and hotel information to guests

Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record forms of payment. Post charges to guest rooms and house accounts using the computer

Promptly answer the telephone using positive and clear communication. Input messages and guest requests into the computer

Retrieve messages and communicate the content to the guest as appropriate. Issue luggage claims and store/retrieve luggage as requested. Issue mail, small packages and facsimiles for customers as requested

Close guest accounts at time of check-out and ascertain satisfaction. In the event of dissatisfaction, negotiate service recovery

Resolve guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as insufficient heating or air conditioning, cleanliness, and service, etc

Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion

Do your part to assure the cleanliness and conditions of the lobby by straightening up after guests. Responsible for communicating larger issues to Housekeeping and Engineering for immediate attention

When necessary, assist the AM Comp Ambassador with the duties of the morning breakfast including set up, food monitoring, cleaning tables, and breaking down the breakfast

Comply with attendance rules and be available to work on a regular basis

Perform any other job-related duties as assigned

Qualification

Hotel Front Desk ExperienceNight Audit ExperienceCustomer Service SkillsComputer ProficiencyMathematical SkillsManual DexterityEnglish CommunicationTeam PlayerProblem Solving

Required

All Candidates Must Be 21 Years Of Age And Have A Valid Driver License

This Position Requires Occasional Shuttle Driving

Shifts vary depending on the needs of the hotel but all candidates must be willing to work at least two (2) Night Audit shifts per week

Must have the ability to communicate in English

Self-starting personality with an even disposition

Maintain a professional appearance and manner at all times

Must be willing to drive the hotel shuttle as necessary or required

Must be willing to 'pitch-in' and help co-workers with their job duties and be a team player

Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts

Ability to stand and move throughout the front office and continuously perform essential job functions

Ability to access and accurately input information using a moderately complex computer system

Ability to observe and detect signs of emergency situations

Ability to establish and maintain effective working relationships with associates, customers and patrons

Must be able to stand and exert well-paced ability for up to 4-hours in length at a time

Ability to spend extended lengths of time viewing a computer screen

Must be able to lift up to 15-lbs. occasionally

Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity

Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates

Vision occurs continuously with the most common visual functions being those of near vision and depth perception

Requires manual dexterity to use and operate all necessary equipment

Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed