Night Auditor

Guest Service Agent - Aloft New Orleans
Regular Full-Time
Aloft New Orleans Downtown, New Orleans, LA, US
Must have availability to work (3) shifts 3:00 pm - 11:00 pm and (2) Shifts 11:00 pm -7:00 am
JOB TITLE: Guest Service Agent
DEPARTMENT: Front Office
JOB SUMMARY:
Guest Services Agents have an invaluable impact on the guest experience. GSA's welcome our guests into our home at check-in, provide genuine hospitality throughout the stay, and fondly wish our new friends a safe farewell until we see them again. GSA's wear many hats, from front desk agent to bellman to concierge - all while embracing the spirit of authentic New Orleans hospitality.
OUR CULTURE:

• Personal and professional growth is important to us. HRI Properties offers an educational reimbursement arrangement towards certain continuing education courses. Ask us for details.
• Members of The Aloft Hotel team receive a discounted monthly parking rate in our downtown parking garage.
• Team members are provided with appropriate tools and training, enabling them to approach challenges or conflicts with confidence.
• We believe in giving back to the New Orleans community when we can, and team members are encouraged to volunteer for local non-profits through work-organized volunteer activities.
• If one fails, we all fail. We work together as a team to ensure the property succeeds. For us, teamwork is not just a buzzword - it's what we practice every day.

JOB DUTIES:

• Always maintain complete knowledge of front desk and room operations; this includes but is not limited to daily house status, oversell concerns, upsell or upgrade opportunities, VIP arrivals and departures, normal housekeeping operations, and any hitches or other guest concerns.
• Warmly and efficiently perform check-ins and check-outs for guests.
• Act as a concierge, able to direct guests to attractions, dining, or events.
• Strictly always adhere to The Aloft Hotel's safety and security rules.
• Ensure a thorough understanding of all systems used on-site and be generally comfortable using a computer and other technology or devices.
• Make reservations using the property management system and be able to confidently describe rooms, amenities, and promotions.
• Keep workstation, lobby, and pantry area clean and tidy throughout shift.
• Clearly and professionally communicate in English with guests and coworkers, both verbally and in writing.
• Fully understand how to post charges, accept payments, and answer any billing questions that may arise from guests.
• Promptly respond to all guest inquiries and requests in a friendly way.
• Sell and restock items from the pantry, being able to confidently speak to what inventory is available to guests.
• Arrange for VIP amenities and be able to assist VIP's with requests or questions.
• This list of job duties is not all-inclusive, and GSAs may be asked to assist with other tasks or responsibilities.

MINIMUM REQUIREMENTS:

• High school graduate or equivalent
• Experience in a service environment
• Self-motivated, able to complete tasks and duties without constant supervision.
• Possess a desire to provide service to others and offer an exceptional, personalized experience for our guests.
• Able to give and receive information clearly and professionally.
• Maintain a sharp eye for detail while still able to multi-task.
• Enjoy working as part of a team while embracing personal responsibility.
• Flexible schedule. Guest Service Agents may be asked to work morning, evening, or at times overnight.
• Able to stand in place for long periods of time. GSAs spend most of the shift standing in place.
• Must be able to communicate verbally in English in a professional, courteous manner.
• Possess a general understanding of technology and be able to use a computer and handheld device.

Employees must fulfill their performance standards for this position and comply with company policies, rules, and procedures of the hotel, including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees. The job description is intended to describe the general nature and work responsibilities of the position. This job description and duties of this position are subject to change, modification, and addition as deemed necessary by the hotel. Employees are required to comply with supervisory instructions and perform other job duties, responsibilities, and assignments requested by supervisors, managers, or other hotels/company officials.
HRI is proud to be an Equal Opportunity Employer that values diversity and its commitment to reflect the communities in which we operate. We are deeply driven by creating a collaborative and vibrant culture and welcome all regardless of age, race, gender, sexual orientation, religion, national origin, disability, or veteran status.