What are the responsibilities and job description for the Guest Service Agent/Front Desk-- Full time or Part time position at Comfort Inn Lancaster County North?
Quick example of duties:Check-in and check-out guests. Answer phones. Make reservations. Handle guest request and complaints.
Looking for a candidate (or multiple) to work all shifts. 1st (7-3 would be mainly weekends) 2nd shift (3-11 pm) & 3rd (11 pm - 7 am for two nights a week). Must be available on weekends and holidays.
The Guest Service Agent has overall responsibility for efficiently and courteously handling the requests and transactions of the hotel guests in all Front Desk related functions. The incumbent must utilize available resources to provide excellent guest satisfaction. Required to meet or exceed productivity standards, taking corrective action as needed to ensure standards are maintained.
EXAMPLE OF DUTIES: ESSENTIAL FUNCTIONS
Guest Service
- Handle guest check-ins and check-outs efficiently and in a professional manner, informing guests of hotel's facilities at time of registration.
- Handle guest issues, complaints, and requests and pro-actively resolve in a manner satisfactory to both the guest and the hotel.
- Coordinate with other departments to fulfill guest special requests.
- Answer guest questions regarding local area facilities and be able to give proper directions to these areas.
- Demonstrate proper telephone etiquette, transferring of calls, and taking accurate messages for guests and team members, according to company standards.
Rooms
- Inform Housekeeping of vacant dirty rooms as they become available upon check-out.
- Update room status as Housekeeping notifies the desk of changes, if needed.
- Notify Housekeeping and Maintenance of any reported problems with rooms or grounds.
Reservations/Revenue
- Have working knowledge of reservations, procedures and yield management techniques. Take same day reservations and make accurate future reservations when necessary. Know cancellation and walked guest procedures and be able to perform them if needed.
- Assist in the verification, balancing and revenue maximization of hotel's room availability.
- Follow proper cash handling procedures and be able to file and post all charges to Guest folios and ledger accounts.
Miscellaneous
- Communicate with the incoming shift Associates by logging pertinent information in the Communications Log Book.
- Have a thorough knowledge of safety and emergency procedures and be able to execute them when necessary.
- Accept mail and deliveries
SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company. * Attend mandatory meetings * Perform general cleaning tasks to adhere to health and safety standards. * Keep work area clean and organized. * Other duties as assigned by the Supervisor or Manager.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
- Ability to arrive to work on time and when scheduled.
- Ability to walk, stand, and/or bend continuously to perform essential job functions.
- Ability to communicate in English, both orally and in writing, with guests and Associates, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and to collect accurate information and to resolve problems.
- Ability to work under pressure and deal with stressful situations during busy periods.
- Ability to access and accurately input information in the computer system
Job Types: Full-time, Part-time
Pay: $13.00 - $15.00 per hour
Expected hours: 32 – 40 per week
Benefits:
- Employee discount
- Flexible schedule
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Experience:
- Hotel Experience: 1 year (Preferred)
- Customer service: 1 year (Preferred)
Work Location: In person
Salary : $13 - $15
