Guest Services Agent (AM & PM Shifts)

Responsibilities

• Provide the highest and most efficient level of hospitality and customer service expected by our guests.
• Complete the guest check-in and check-out processes, which include assigning guests their rooms and facilitating payment.
• Maintains room inventory of vacancies, reservations, and assignments.
• Courteously answer inquiries and accept reservations, both in person and by telephone, by accurately communicating hotel rates and information and using suggestive selling techniques to sell room nights, increasing occupancy and revenue.
• Coincide with all hotel departments to manage guest requests and answer general guest inquiries about the hotel and the surrounding area.
• Attend to guests' needs and requests, including setting up and scheduling wake-up calls and outgoing taxis, making restaurant recommendations, resolving billing issues and complaints.
• Regularly calculate and post charges, receipts, cash payments, and other forms of credit using accurate, proper cash handling methods and established procedures to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Provide assistance to other team members to contribute to the best overall performance of the department and the hotel.
• Perform accordingly to the company handbook in regard to policies, procedures, and regulations.
• Ensure total awareness of in-house VIPs.
• Maintain a safe and clean work environment.

Fundamentals

• Ability to maintain a friendly, cheerful, and courteous demeanor at all times.
• Education: High school diploma or general education degree (GED).
• Experience: 1 year within a customer-facing role.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.
• Intermediate computer skills. Working knowledge of Microsoft Outlook, Word and Excel.
• Flexibility to work any shift, including evenings, weekends, and holidays.
• Excellent verbal and written interpersonal communication skills.
• Proficiency in English required. A second language is desirable.
• Strong organizational skills, including follow-up, time management, and multitasking, and managing multiple priorities in a fast-paced environment.
• Ability to positively communicate and interact with all hotel departments.
• Ability to grasp, lift and or carry, or otherwise, move goods weighing a maximum of 50 lbs.
• Ability to stand for long periods of time in an indoor setting with a thematically climate-controlled workstation.

About Us

The Study at Johns Hopkins, the fourth property of the Study Hotels brand, is located at the main gate of Johns Hopkins University’s Homewood Campus. As part of the revitalized Charles Village corridor, guests will feel immersed in both campus life and the surrounding community, and able to enjoy all that Johns Hopkins University and Baltimore have to offer the moment they leave the hotel.

Eligible Full-Time Team Members

Eligible full-time team members are offered a comprehensive benefits package including medical, dental, vision, life and disability insurances, paid time off, and paid holidays.