| Job Description : |
About Us:
At the Renaissance Indianapolis North we pride ourselves on being the best employer in the area. What sets us apart? Our culture, full benefit plans, including 401k with a company match and our lucrative bonus programs, to name a few. We are looking for talented people who have a genuine passion for service. Our Core Values involve personal development, people, and a desire for wanting them to succeed. We believe each member of our team has a key part to play in our delivery of outstanding service and memorable experiences for each guest. We want a hotel that people want to come to, not through. Find out today what a career with Pyramid Hotel Group at the Renaissance Indianapolis North can mean for you! .
Description:
Provide exceptional service to our top or upgraded guests on the club level in the lounge. To provide exceptional food and beverage in the lounge and ensure it is maintained to the highest quality. Assist guests with any needs in regards to the hotel and local area. Create professional relationships with our most frequent guests, provide unexpected delights and an exceptional experience for all guests.
Requirements:
Greet guests upon entering the lounge assist them by providing services such as directions, recommendations, food and beverage and any other additional service needed.
Work to create a professional relationship with guests to assist in adding value to the guest’s stay to ensure repeat business. Create welcome letters daily for Marriott rewards guests and VIP guests welcoming to the club lounge and introducing yourself.
Participate at all times as a Personal Rooming Assistant (PRA) this the hotel’s strategy of demonstrating “aggressive hospitality” and seeking guests out during their time in the hotel to offer additional assistance, food and beverage, or information regarding the hotel or the local area. All associates are expected to perform this role and view themselves as a (PRA).
Stationed in the lounge thorough out the entire shift. If it is necessary to leave the lounge then someone from the front desk is asked to cover the club lounge.
Has a working knowledge of the property management system to access guest information and reports necessary reports needed to determine reward status. Have general understanding of front desk operations, Marriott rewards and know cancellation procedures and policies.
Ensure that very crisp conduct and language is utilized to ensure our guests experience attentive behaviors. Such as “I Would Be Delighted” and “May I Please”.
Ensure VIP personalization use the guest’s name whenever possible, learn guest preferences, introduce repeat guests by name.
Create unexpected delights by providing unexpected services and gifts.
Have an understanding of the Renaissance and what makes us different. The savvy Service Basics, Street Restaurant and Expressive design. The pull through from the community, platinum pass, 5.10.20 menu and cocktail culture.
Has knowledge of Gxi. Ensure all calls, guest comments, comment cards and guest surveys are properly recorded in Gxi and acted upon accordingly. Monitor response times on any open Gxi issue and ensure that they are properly closed.
Resolves guest challenges and takes appropriate action to ensure 100% guest satisfaction. Communicates with next shift associates by logging pertinent information in the appropriate logbook.
Monitor and ensure proper charges are recorded by each guest at the honor bar. All charges are posted at the end of each shift to ensure guests are properly charged for the honor bar services.
Properly set up the lounge daily with proper food and beverage. Ensure all food and beverage is stored properly to maintain quality standards. Continuously check food quality throughout the evening and replenish as needed. Breakdown all food and beverage at the end of the shift ensure it is properly stored or discarded per kitchen instructions.
Properly clean, restock and reset lounge for following shift.
Answer phone in club lounge with in 3 rings using proper telephone etiquette ensuring any guest request are followed up on 100%.
Receives and transmits mail, packages, and messages for guests.
Assists guests with general services such as answers inquiries pertaining to hotel services, shopping, dining, entertainment, and travel to local areas of interest – provides directions. (Upon starting you are required with in the first 30 days of employment to visit Clay Terrace, Keystone Crossing and Main Street in Carmel to ensure proper knowledge of the area)
Has thorough knowledge of hotel property, hotel staff, and hotel services with hours of operation, room locations, types of rooms and room selling strategies, hotel rates and discounts.
Attends to special service requests from guests including securing of valuables and ordering complimentary amenities.
Has a thorough knowledge of emergency and life safety procedures, and follows all key control procedures.
Provides the highest quality of service to guests at all times and practices each exceptional commitment to focusing on individualizing experiences.
Wears proper uniform and name tag at all times in accordance with the standards of personal appearance guidelines in the handbook.
Preforms all other duties deem necessary by management. |