Curator

About the Role

This role of Curator is responsible for welcoming guests to the hotel and assisting with bags if needed. The position includes performing all check-in and check-out tasks, managing online and phone reservations, informing customers about payment methods, verifying credit card data, and ensuring all public hotel spaces are cleaned and well-maintained. The Guest Service Agent will report all guest issues to a manager and in their recap as soon as practicable, always within the same shift. The curator is expected to work with minimum supervision.

Responsibilities

• Welcome guests in a friendly, prompt, and professional manner.
• Assist with bag storage and act as a lobby ambassador.
• Perform check-in and check-out procedures using Opera Cloud.
• Obtain guest information and ensure the assigned room type and rate are correct.
• Review billing with guests upon check-out and obtain the guest's signature.
• Ensure Canary information is collected and entered in the Guest Profile in Opera.
• Respond to all inquiries through Canary & Intelity.
• Register guests, issue room keys, and provide information on hotel services and room location.
• Answer phones promptly and courteously.
• Up-sell rooms where possible to maximize hotel revenue.
• Accurately process all credit card transactions by established procedures, including posting all charges and completing cashier and other reports.
• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Respond and manage guest requests on OTA platforms (Booking.com / Expedia.com).
• Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge of scheduled daily activities, in-house groups, hotel extension numbers, cell phones/radios carried by hotel personnel, and all special requests (DND, screen calls, etc.).
• Maintain knowledge of hours of operation of each hotel outlet, features, and services provided by the hotel.
• Set up workstation with necessary supplies and resource materials.
• Coordinate transportation to and from the airport.
• Coordinate any room changes or moves.
• Access all functions of associated Front Office systems.
• Accommodate and/or coordinate all telephone requests congenially within 5 minutes of request.
• Respond to all incoming telephone calls within 3 rings, using proper salutation and closing.
• Provide guests with recommendations for dining, shopping, and other inquiries, including directions.
• Accept, record, and deliver wake-up calls.
• Provide callers with accurate information on hotel facilities and services.
• Monitor and maintain a log of all room-related issues.
• Communicate room statuses with housekeeping to coordinate timely check-ins and check-outs.
• Inform housekeeping of early arrivals and "rush" rooms.
• Document all guest complaints or problems; notify designated department/personnel for resolving the situation; follow up to ensure completion and guest satisfaction.
• Handle all reservation calls, process, record, and follow up on any details relative to such.
• Communicate important information with the previous and next shifts.
• Document maintenance needs on work orders and submit them to the Manager.
• Understand and assist with hotel emergency procedures (guest evacuations, fire alarms, etc.).
• Perform other duties as requested by the manager.

Requirements

• Physical:
  • Able to traverse spaces throughout the building as necessary.
  • Able to move and traverse workspace for a minimum period of 8 hours a day.
  • Periodical bending, kneeling, and stretching.
  • Able to pull, push, carry, and lift at least 50 pounds.
  • Must be able to seize, grasp, turn, and hold objects with hands.
• Understanding:
  • Able to read, comprehend, and carry out instructions according to established procedures.
• Comprehension:
  • Fluent in the English language.
• Organizational Skills:
  • Work efficiently, utilize multi-tasking, and prioritize tasks.
• Hygiene and Sanitation:
  • Adherence to uniform, grooming, and personal hygiene standards, and expectations per Standard Operating Procedures.
• Punctuality:
  • Adherence to posted schedule and arrival time, and attendance at mandatory meetings.
• Responsibility:
  • Personal comportment in line with CIVILIAN, New York policies, standards, and expectations.

Desirable Qualifications

• Multi-lingual.

Pay

$28.50 per hour.