Guest Services Agent

Responsibilities

• Greet customers immediately with a friendly and sincere welcome
• Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions
• Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate
• Make appropriate selection of rooms based on guest needs
• Code electronic keys
• Non-verbally confirm the room number and rate
• Verify and accurately imprint credit cards for authorization using electronic acceptance methods
• Handle cash, make change and balance an assigned house bank
• Accept and accurately record vouchers, traveler’s checks, and other forms of payment
• Perform accurate, moderately complex arithmetic functions using a calculator
• Post charges to guest rooms and house accounts using the computer
• Promptly answer the telephone using positive and clear English communication
• Input messages into the computer
• Retrieve messages and communicate the content to the guest
• Retrieve mail, small packages and facsimiles for customers as requested
• Close guest accounts at time of check out and ascertain satisfaction
• In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues
• Field guest complaints, conducted through research to develop the most effective solutions and negotiate results
• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc
• Remain calm and alert especially during emergency situations and heavy hotel activity
• Plan and implement detailed steps by using experienced judgment and discretion
• Summon front service/bell assistance to escort guests to their rooms as appropriate
• Operate facsimile machine to send, receive, and log incoming transmissions
• When possible, hand-deliver incoming faxes using the message function of the computer
• Use the photocopier to make copies and scans of items as required
• Provide instruction and/or guidance for guest and employee safety in fire or other emergency situations
• Maintain familiarity with all property functions and outlet operations to market property to guests in a positive manner
• Directs guest flow through hotel giving assistance and directions to restaurant and other guest / client facilities
• Answer questions and offer assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc
• Perform additional duties and projects as assigned by the supervisor such as assisting PBX operators or reservations agents

Qualifications

• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts
• Ability to stand and move throughout front office and continuously perform essential job functions
• Read, listen, and communicate effectively in English, both verbally and in writing
• Access and accurately input information using a moderately complex computer system
• Hearing and visual ability to observe and detect signs of emergency situations

Skills

• Calculator proficiency
• Customer service skills
• Computer literacy
• Mathematical calculations
• Communication skills
• Handling cash and credit cards
• Facsimile operation
• Photocopying and scanning
• Emergency response
• Front office operations
• Guest interaction
• Problem-solving
• Time management

Benefits

• Competitive compensation package
• Medical, dental, vision, short and long-term disability, company-provided life insurance
• Generous paid time off accruals
• 9 paid holidays annually
• 401k and company match
• Education reimbursement
• Best-in-class Employee Assistance Program
• Free weekly outdoor activities and wellness classes
• 30% internal discounts
• Fresh and free daily meal
• Bountiful internal growth opportunities