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Role: Guest Service Agent

 Located two blocks from Bryant Park, Refinery Hotel is a luxury hotel in Midtown Manhattan’s
Garment District. While our home in the 1912 Colony Arcade building gives us a long history,
our stylish loft rooms, acclaimed Parker & Quinn restaurant, and trendsetting Refinery Rooftop
bar create a fashionable refuge for locals and cultured visitors in present-day New York.

Job Summary

The Guest Service Agent is responsible for delivering excellence in guest service by developing
relationships with guests, providing personalized service, and anticipating and delivering guests’
needs by providing prompt and courteous service. They will report to the Director of Front
Office and follow Refinery's high standards of greeting and registering guests, in addition to
accurately closing their guest account. The ideal candidate for this position has sharp attention
to detail, excellent recall and follow up, and is able to multitask ever changing demands. They
must be a highly communicative, meticulously organized team player who possesses a positive,
problem-solving attitude and a passion for innovation.

Essential Functions

Greet and welcome all guests approaching the Front Desk in accordance with Refinery Hotel
standards.

Maintain proper operation of the PBX console and ensure that all hotel standards are met.

Answer guest inquiries about hotel services, facilities and hours of operation in a timely
manner.

Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.

Review Front Office log and Trace File daily, auctioning any outstanding items.

Answer inquiries from guests regarding restaurants, transportation, entertainment, and
other concierge related items as necessary.

Follow all cash handling and credit policies as established by Refinery Hotel.

Be aware of all rates, packages and special promotions offered by the hotel.

Be familiar with all in-house and arriving groups.

Obtain all necessary information when taking room reservations and follow the rate-quoting
scenario, including individual and group reservations.

Be familiar with hospitality terminology.

Have knowledge of emergency procedures and assist as needed.

Handle check-ins and checkouts in a friendly, efficient and courteous manner.

Use proper two-way radio etiquette at all times when communicating with other employees,
wearing an earpiece at all times.

Fully comprehend and be able to operate all relevant aspects of the Front Desk computer
system, including but not limited to: Opera PMS, HotSOS, Kipsu, Revinate, nor1, Recharge,
Expedia Partner Central, Digital Alchemy, etc.

Be able to perform and complete all tasks and duties on the shift checklist in a timely and
efficient manner.

Be able to complete bucket check, room rate verification, and housekeeping discrepancy
reports.

Post and reconcile Mini Bar, Laundry, and Valet Parking Charges on a daily basis.

Balance and prepare individual paperwork for closing of shift according to hotel standards.

Maintain and market promotions and guest engagement programs.

Assist with delivery of VIP amenities to guest rooms.

Maintain a clean work area.

Physical Requirements

Due to the cyclical nature of the hospitality industry, employees may be required to
work varying schedules to reflect the business needs of the hotel.

Considerable repetitive motion of hands and wrists as it relates to the use of computer
keyboards is possible.

Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of
force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Ability to stand during entire shift.

Other Requirements

Maintain regular attendance in compliance with Refinery Hotel Standards, as required
by scheduling, which will vary according to the needs of the hotel.

Comply with Refinery Hotel Standards and regulations to encourage safe and efficient
hotel operations.

Maximize efforts towards productivity, identify problem areas and assist in
implementing solutions.

Must be able to understand and apply complex information, data, etc. from various
sources to meet appropriate objectives.

Must be able to cross-train in other hotel related areas.

Must be able to maintain confidentiality of information.

Must be able to show initiative, including anticipating guest or operational needs.

Must be effective at listening to, understanding, and clarifying concerns raised by
employees and guests.

Must be able to multitask and prioritize departmental functions and ad hoc projects to
meet deadlines.

Attend all hotel required meetings and training's.

Perform other duties as requested by management.

Education & Experience

At least 1-2 years of progressive experience in hospitality or a related field; at least 1
years Front Office experience.

Hospitality Degree preferred.

Fluency in multiple languages a plus.

Comprehensive knowledge of top accounts for the hotel, NYC markets and trends.

Experience with personal computers and various property specific applications, such as
OPERA, Word, Excel, Outlook, Internet, HOTSOS, Saflok, and guest response systems
preferred.

Must be able to effectively communicate both verbally and written, with all level of
employees and guests in an attentive, friendly, courteous and service oriented manner.

Grooming Requirements

Maintain high standards of personal appearance and grooming, which include wearing the
proper uniform and hotel branded pin (specific standards available).

This job description is not intended to detail every aspect of your job or list every task you
may perform. It is provided as a general overview of the responsibilities and skills required to
do this job successfully.

63 W 38TH STREET, NEW YORK, NY 10018
HOTEL & RESERVATIONS: 646.664.0310

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