Night Welcome Desk Agent (Front Office) - W Edinburgh

POSITION SUMMARY Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell talent or valet talent as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Cash guests' personal checks and traveler's checks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS

Safety and Security ▪ Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). ▪ Maintain awareness of undesirable persons on property premises. ▪ Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor. ▪ Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. ▪ Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel. Policies and Procedures ▪ Protect the privacy and security of guests and coworkers. ▪ Maintain confidentiality of proprietary materials and information. ▪ Follow company and department policies and procedures. ▪ Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. ▪ Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. ▪ Perform other reasonable job duties as requested by Supervisors.

Guest Relations ▪ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. ▪ Address guests' service needs in a professional, positive, and timely manner. ▪ Engage guests in conversation regarding their stay, property services, and area attractions/offerings. ▪ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust. ▪ Thank guests with genuine appreciation and provide a fond farewell. Welcome Desk Agent Job Family: Guest Services/Front Desk ▪ Assist other talents to ensure proper coverage and prompt guest service. ▪ Anticipate guests' service needs, including asking questions of