1. Ensure that meals are being served in a professional and timely manner by circulating within the outlets and communicating with the kitchen and the order takers. Handle guest complaints.  Monitor and supervise set up and maintenance of room service area to ensure that it is up to standard.
2. Ensure availability of manpower, supplies, and equipment to ensure positive guest experience. Assist in hiring, scheduling, supervision and control of cashiers, supervisors, greeters, servers and bus attendants.
3. Attend pre-meal meetings and conduct ongoing training of employees to ensure that employees continue to improve their performance.
4. Assist in the completion of reports on production and necessary requisitions. Assist in regulation of distribution of necessary supplies.

1. Respond to guest requests (room calls) in a timely and pleasant manner. Requests include but are not limited to repairs of guest room air conditioners, telephones, lighting and electrical, toilets and plumbing, bed frames and furniture, door locks, and high-speed internet connectivity. All tasks are accomplished according to government and LHM Corporate safety and health regulations.Follow brand guest service guidelines by promptly and courteously responding to guest request calls. If the guest is in the room, always apologize for the issue and thank the guest for bringing the matter to our attention. If the guest is not in the room, place a “Leave Behind” card on the desk explaining the work that was completed. Promptly call the Guest Response Desk back (with-in 15 minutes of the original call) to inform them of the status of the job. Oversee and or support Maintenance Technicians on same shift. Provide direction, training and development to ensure staff is following established procedures. Responsible for shift checks, Brand specific logs, guest interaction and follow up procedures, and communication with the following shift regarding project status.  Records and reports maintenance-related problem resolution compensation. Complete preventative maintenance tasks including cleaning air conditioning units and filters, replacing wall and ceiling tiles, patching carpet, replacing light bulbs or fixtures, etc.  Ensure maintenance equipment and tools are properly stored, maintained in good working order and accounted for. Inspects physical plant and equipment regularly. Performs preventative maintenance on delegated HVAC equipment. Utilize the work request system we have in place to schedule, in advance, team members work load.  Check progress and validate completion of work, pull completed requests and file. Supervise/perform the Rooms Preventative Maintenance (R.P.M.) by scheduling, in advance, the R.P.M. rooms and assigning them to the appropriate staff members, validate completion and updating the Room Type Grading Summary on a daily basis. Oversee HVAC & Mechanical PM Records. Recommends repair requirements to Director/Chief Engineer. Able to coordinate large mechanical repairs/projects and schedule preventative rooms maintenance without large amounts of supervision. Coordinates with other department staff concerning maintenance & HVAC issues, which could impact availability of rooms or quality of amenities/service.

1. Able to enter and organize mechanical specs, history and work orders in CMMS program or equivalent filing program.

1. Perform project work as assigned including carpentry, painting, wallpaper installation or repair, HVAC repairs, kitchen, laundry or other mechanical equipment maintenance and repairs, bathroom grouting, other equipment repair, etc. Maintain swimming pool/spa ensuring water is at appropriate PH/chlorine levels.  Keep records in the log to document regular testing. Also maintain salt and/or shovel logs during in climate weather.  May be required to obtain CPO certification.  Follow through with any other directives delegated by the Department Manager or any other hotel management staff.

1. Subject to 24 hour on call.

1. Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, address the guest by name, listen carefully to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
2. Complete the registration process by obtaining data from the guest and/or reservations print out. Input information via computer or through a manual process. Confirm pertinent information, including number of guests, room preference, special requests and departure date. Confirm room rate visually, do not announce it. Select room in accordance to the guest’s needs, i.e.: number of beds, smoking/non-smoking, ground floor, etc. Provide folders containing room keys, non-verbally confirming the room number. Complete reservation requests utilizing similar format as check in process.
3. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Convert foreign currency at current posted rates. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer or manual system.
4. Promptly answer the telephone, within three rings at the service promise help desk and front desk. Use your name when answering; speak clearly and in a pleasant tone of voice. Take and deliver accurate and timely guest messages, either manually or via the computer system. Deliver mail, small packages and facsimiles for customers as requested.
5. Close guest accounts at time of check out and ask the guest how they enjoyed their stay. In the event of dissatisfaction or dispute, negotiate compromise, which may include authorizing revenue allowances.
6. Remain calm and alert, especially during peak check in/check out times or during heavy hotel activity or in the event of an emergency.

Pg. 2 – Guest Service Agent – Job Description

7. Problem solve, resolve all customer issues.
8. Receive wake up call requests form guests, repeat information including guest’s name, wake up time and room number back to caller as it is taken, accurately and expediently log or input information via a manual or computerized system. When automated system not available, deliver wake up calls at the requested time, wishing the caller a good morning and providing the temperature.
9. Complete all other duties assigned by your supervisor or manager.

Assure efficient collection, sorting, cleaning and distribution of laundry in order to provide high quality laundry services to our guests.

To clean guest hallways, linen closets, and provide room attendants with supplies to ensure LHM’s  high standards of cleanliness.

To clean and stock guest rooms to ensure the company’s high standards of cleanliness.

Service of food and/or beverages to include the order-taking and delivery of any food and/or beverage items.  This task is to be handled in a friendly, courteous, helpful, timely and professional manner resulting in a very high level of guest satisfaction.