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GUEST SERVICES AGENT
Reports to: General Manager
Job Description: The Guest Services Agent is in charge of guest services at Hasbrouck House. They will make guests feel at home and guarantee their contentment. They will furnish clients with above-and-beyond service to ensure a memorable and genuine experience.
To perform this job successfully, the individual must be punctual, reliable, be able to respond to off-hours phone calls immediately, calmly, effectively and with good temperament; and be able to report to work unexpectedly as circumstances may require. While hotel experience is a definite plus and the ability to provide great customer service to both guests and team-members is a must; the general attitude of the person, their positive energy, patience, capability to lead, teach and learn, reliability, ability to remain calm, their flexibility and grace under pressure are the attributes that are more important to Hasbrouck House & Butterfield ownership.
Main Responsibilities & Requirements:
Provides high level of customer service to all guests at all times.
Answers inquiries regarding rates and availability.
Be concierge for guests with a thorough knowledge of the surrounding areas and events happening on a weekly basis.
Maintains a thorough knowledge of the room locations, types of rooms, room operations, package plans, promotions, hotel facilities.
Keeps maintenance log of all in room/on property needs for service to the rooms or common areas. Clearly communicates needs to GM & maintenance team on a weekly basis.
Performs daily operations duties including but not limited to pool maintenance, property rounds, changing lightbulbs when needed, etc.
Maintains a detailed knowledge about the hotel's spa services, onsite restaurants and hours of operations.
Take reservations using the hotel reservation system, ensuring maximum occupancy and rates are obtained.
Check guests in and out, including preparation of guest bills and authorizing payments.
Dealing efficiently with day to day billing and guest service queries.
Be flexible at all times in order to cover the unexpected needs of the Hotel.
Knows all safety and understands emergency procedures and how to act upon them. Understands accident prevention policies.
Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy.
Lead, train and motivate the guest services team, ensuring that each element of Hasbrouck House’s expectations are understood, achieved and vigilantly maintained by staff.
Conduct regular weekly meetings with GM to provide various information including customer complaints, ideas for promotions, efficiencies for current systems, etc.
Observe staff performance and provide thoughtful feedback, performance evaluations, disciplinary documentation and termination actions as needed.
Field and address customer complaints.
Front desk coverage.
Daily inspection of Hasbrouck House property, common spaces, grounds to ensure optimum upkeep and immediate response to any compromised functionality or appearance. Document maintenance tasks and needed resources.
Weekly inventory management for retail program, mini bar, and laundry services.
Proactively address and correct any physical issues on the property that do not require the involvement of maintenance staff.
Document weekly, monthly and quarterly maintenance tasks and needed resources.
About Hasbrouck House: Hasbrouck House, formerly Inn at Stone Ridge, reopened under new ownership in Summer 2016. Located in the historic hamlet of Stone Ridge, NY, Hasbrouck House is an inviting escape from the city, a food and drink destination via the in-house restaurant Butterfield, and a beautiful, natural setting for special events. The property centers around an 18th century Dutch Colonial stone mansion featuring twenty thoughtfully designed suites within the main house, nearby carriage and stable houses.