Requirements: English
Company: Hosco
Region: Rome , Lazio
Hosco Our jobs aren''t just about giving guests asmooth check-in and check-out. Instead, we want to build anexperience that is memorable and unique. Our Guest ExperienceExperts take the initiative to deliver a wide range of servicesthat guide guests through their entire stay. They are empowered tomove about their space and do what needs to be done. Whetherprocessing operational needs, addressing guest requests, completingreports, or sharing the highlights of the local area, the GuestExperience Expert makes transactions feel like part of theexperience. No matter what position you are in, there are a fewthings that are critical to success ? creating a safe workplace,following company policies and procedures, maintainingconfidentiality, protecting company assets, upholding qualitystandards, and ensuring your uniform, personal appearance, andcommunications are professional. Doing all these things well (andother reasonable job duties as requested) is critical for GuestExperience Experts ? to get it right for our guests and ourbusiness each and every time. CRITICAL TASKS Guest Relations Actively listen and respond positively to guest questions,concerns, and requests using brand or property specific St. Regisprocess to resolve issues, delight, and build trust. Addressguests'' service needs in a professional, positive, and timelymanner. Anticipate guests'' service needs, including askingquestions of guests to better understand their needs andwatching/listening to guest preferences and acting on them wheneverpossible. Assist other employees to ensure proper coverage andprompt guest service. Engage guests in conversation regardingtheir stay, property services, and area attractions/offerings,including social media where appropriate. Thank guests withgenuine appreciation and provide a fond farewell. Welcome andacknowledge each and every guest with a smile, eye contact, and afriendly verbal greeting, using the guest''s name when possible. Stay up-to-date on the local area so that you are prepared toprovide specific recommendations for guests. Communicaterecommendations in a way that builds excitement and interest amongguests and associates. Perform other reasonable duties asrequested. Check-in/Check-out Keep track of changes in roomstatus (e.g., early check-out, late check-out, room transfer,unexpected stay over) for Housekeeping. Organize and coordinatecheck-in/pre-registration procedures for arriving groups. Processall check-outs including express check-outs, resolving any late anddisputed charges, settling account, retrieving room key, andrequesting comments on guest''s stay. Process all guest check-insby confirming reservations in computer system (e.g., Fidelio, PMS,FOSSE, OPERA), verifying guest identity, requesting form ofpayment, assigning room, and issuing room key in accordance withproperty policies and procedures. Secure valid form of payment(e.g., credit card, cash) prior to issuing room key. Sell aroom/accommodation to guests without reservations based onavailability. Verify and adjust billing for guests. Cash Handling Process all payment types such as room charges, cash, checks,debit, or credit. Process adjustment vouchers, paid-outs,correction vouchers, and miscellaneous charges. Count bank at endof shift and secure bank. Balance and drop receipts according toAccounting specifications. Obtain manual authorizations andfollow all Accounting procedures when computer system is down. Count bank at the beginning of shift to ensure that amounts arecorrect and that there is adequate change. Follow therequirements and tasks as defined in EMEA Front Desk CashieringSOP. Comply with the requirements of the Marriott CashieringResponsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.Reports/Recordkeeping Run daily reports (number of arrivals,departures), identify any special requests, and check reports foraccuracy. Run credit card authorization report and check fordiscrepancies. Review shift logs/daily memo books and documentpertinent information in logbooks in the absence of a departmentalSupervisor. Print contingency lists to have a record of allguests in case of emergency. Communications Provides assistanceto coworkers, ensuring they understand their tasks. Speak toguests and co-workers using clear, appropriate and professionallanguage. Instruct guests on how to access the internet (e.g.,dial-up, broadband, wireless). Answer telephones usingappropriate etiquette including answering the phone within 3 rings,answering with a smile in one''s voice, using the callers'' name,transferring calls to appropriate person/department, requestingpermission before placing the caller on hold, taking and relayingmessages, and allowing the caller to end the call. Working withOthers Support all co-workers and treat them with dignity andrespect. Develop and maintain positive and produc