Guest Services Agent

Job Description

Job Description

The Guest Service Agent is responsible for promoting an atmosphere that ensures pro-active, friendly, and efficient services for our guests, ensures guest's needs are met and expectations are exceeded. The Guest Service Agent will be a customer service champion and follow all company policies and rules.

Responsibilities include (but not limited to):

• Providing a warm welcome and saying YES! Making the guest experience memorable is #1.
• Meeting your personal enrollment target set forth by your department manager, offering enrollment to all non-members.
• Champion the CRM updating profile option, updating guest profiles with new information.
• Offering room upsells when available, consistent with the hotel’s monthly target.
• Communicate with a Smile, project a hospitable demeanor and demonstrate teamwork.
• Owning guest complaints and attempting to resolve complaints immediately.
• Follow proper cash/check/credit card/AR control/shift closing procedures and SOPs for registering Guests.
• Follow requests by Sales Department.
• Be in proper uniform, name badge, and follow appearance guidelines at all times.
• Follow proper key control procedures for issued keys, emergency procedures and conduct your daily duties with the utmost caution while maintaining a safe work environment.
• Carry out any reasonable request by Management and Management Company.

Required Skills, Knowledge and Abilities:

• Excellent interpersonal skills: ability to engage guests and other employees.
• Strong computer skills, able to input reservations.
• Excellent verbal communication skills.
• Energetic, must have a sense of urgency, Honest, ethical, Extrovert, friendly, Problem Solve; able to “think on your feet”.

Experience and / or Education:

• Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma required.
• 1-year experience in a similar size operation required.
• Hotel experience preferred.

Physical Requirements

• Ability to work on a computer for extended periods of time (maximum 5 hours at a time, 8 hours in total/day).
• Ability to stand for long periods of time (maximum of 5 hours at a time, 8 hours total a day).
• Ability to speak and hear on a phone within a shared workspace.
• Ability to lift or carry up to 50 pounds. (i.e., PC or various equipment).
• Able to clearly communicate to employees, Guests, vendors & Corporate Executives.
• Able to work a flexible schedule including weekends, days and evenings as the business dictates.

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.

• Benefits:
  • Employee Discount
  • Paid time off

• Shift:

  • 8 Hours
  • Varies
  • Weekend availability

We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information or other protected class. Our locations are drug-free. Background checks are also required before employment begins. We participate in E-Verify and those who are ineligible to work in the United States will not be considered.