Guest Services Agent - Part Time

Responsibilities

• Greet customers immediately with a friendly and sincere welcome.
• Use a positive and clear speaking voice, listen to and 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 from a computer system, confirming pertinent information including number of guests and room rate.
• Promote Crescent and brand marketing programs.
• Make appropriate selection of rooms based on guest needs.
• Code electronic keys and non-verbally confirm the room number and rate.
• Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
• Verify and imprint credit cards for authorization using electronic acceptance methods.
• Handle cash, make change, and balance an assigned house bank.
• Accept and record vouchers, traveler’s checks, and other forms of payment.
• Convert foreign currency at current posted rates.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear communication, input messages into the computer, and retrieve and communicate messages to guests.
• Retrieve mail, small packages, and facsimiles for customers as requested.
• Close guest accounts at time of checkout and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Field guest complaints, conduct thorough research to develop effective solutions, and negotiate results.
• Listen and extend assistance 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 using experienced judgment and discretion.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Requirements

• Self-starting personality with an even disposition.
• Maintain a professional appearance and manner at all times.
• Strong communication skills with guests.
• Willingness to assist co-workers with their job duties and work as a team player.
• Considerable skill in using a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, including handling high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Ability to stand and move throughout the front office and continuously perform essential job functions.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to observe and detect signs of emergency situations.
• Ability to establish and maintain effective working relationships with associates, customers, and patrons.

Performance Standards

Customer Satisfaction

Our customers are our priority. Positive guest experiences depend on positive interactions with Crescent staff. You must remain professional at all times, treating all guests and associates with courtesy and respect under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day.

Work Habits

To maintain a positive experience for guests and associates, your work habits should meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance. You should be adaptable to changes in your work area and hotel procedures, willing to learn new skills or improve existing ones, able to solve routine problems, and ask for help when unsure.

Safety & Security

The safety and security of our guests and associates are of utmost importance. You must adhere to hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and concerns.