MainStay Suites Guest Service Agent

Position: MainStay Suites Guest Service Agent 

Hours: The front desk is open 24 hours a day, 7 days a week, and 365 days a year. Employees must be available to work said days unless a minimum two-week notice is given for days requested off. 

Shifts: Shifts include 7 to 3 pm, 3-11 pm, 11-7 am, and other hours as determined by the business. 

Position Summary: Represents the hotel to the guest throughout all stages of the guest's stay. Determines a guest’s reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms accommodating special requests whenever possible. Verifies the guests’ method of payment and follows established credit-checking procedures. Places guests and room information in the appropriate areas and communicates this information to the appropriate hotel personnel. Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work. Maintains guest room key storage. Must be sales orientated. Presents options and alternatives to guests and offers assistance in making choices. Knows the location and types of available rooms as well as the activities and services of the property. 

Reports To: Guest Service Manager 

Tasks and Competencies:

• Appropriately services guests at all times.
• Registers guests and assigns rooms. Accommodates special requests whenever possible.
• Thoroughly understands and adheres to proper credit, check cashing and cash handling procedures.
• Knows room locations, types of rooms available, and room rates.
• Knowledgeable of hotel services and amenities.
• Uses suggestive selling techniques to sell rooms and promote other services of the hotel.
• Coordinates room status with the housekeeping department by notifying housekeeping of all checkouts, late checkouts, early check-ins, special requests, and day-use rooms.
• Possesses a working knowledge of the reservations system. Takes same day and future reservations.
• Knows cancellation procedures and communicates all necessary information to the guest.
• Knows how to use all front desk equipment.
• Follows all procedures and policies required at the front desk.
• Processes guest check-outs.
• Posts and can explain all charges to guests.
• Uses proper telephone etiquette and actively participates in the Signature reservations program.
• Uses proper mail, package, and message handling procedures.
• Reads, initials, and communicates through the pass on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
• Attends any and all company initiated meetings.
• Communicate with maintenance and housekeeping.
• Reports any unusual occurrences or requests to the Guest Service or General Manager.
• Knows all safety and emergency procedures. Is aware of accident prevention policies.
• Maintains the cleanliness and neatness of the front desk area.
• Understands that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
• Actively maintains cleanliness of any and all public areas as regulated by the daily cleaning lists.
• Familiarizes self with local and surrounding area businesses and attractions.
• Maintains a positive and professional appearance and attitude while on duty and/or on hotel grounds.
• All other duties as assigned by management. 

Prerequisites:

• Education: High school graduate or equivalent. Must be able to speak, read, write, and understand the primary language(s) used in the workplace. Must be able to speak and understand the primary language(s) of the guests who visit the workplace.
• Experience: Previous hotel-related experience desired.
• Physical: Requires grasping, writing, standing, sitting, walking, repetitive motions, hearing, visual activity, and may on occasion have to lift and carry up to 40 pounds.