Front Desk/Guest Service Agent

We are currently looking for a Customer Service Rock Star. Can you help our travelers have the optimal experience in Fargo and at our hotel? This is a great opportunity to use your service skills to impress our guests! Share your passion for what makes Fargo and the Holiday Inn a great place to stay, play and meet! At our full-service hotel we have many ways our guests can have a great time and you can be right in the middle of it! We have great opportunities to learn and grow in other departments throughout the hotel, however the front desk team does not have the responsibility to complete maintenance, laundry or other tasks outside the lobby area. We need someone that can share their joy and positive energy as soon as our guests enter our hotel. Are you our missing piece?
 

JOB SUMMARY
 

As Guest Service Representative, you are the first and last impression of our guests. As a Full-Service hotel, you will be at the front desk giving each guest prompt and friendly service during their stay. You will direct the guest needs to our maintenance, housekeeping or banquet departments by radio or phone as needed. You are responsible for check-in, check-out, some reservations, and all other guest interactions. You strive to exceed established standards at every opportunity and take pride in the overall look and feel of the front desk, lobby, and surrounding areas.  This is a day shift position and weekends are mandatory but may be on a rotational basis. If you are friendly, personable, and have a talent for connecting with individuals from all walks of life, this may be just the job for you!
 

RESPONSIBILITIES
 

• Ensure every guest is greeted and welcomed in a unique and personable way upon arrival.
• Book guest hotel reservations.
• Register guests to the hotel, verifying reservation, personal information and securing payment information.
• Answer and route calls as appropriate; take guest messages with accuracy.
• Promote the brand loyalty program and provide recognition and benefits to all present members.
• Anticipate guests’ needs and respond timely, efficiently, appropriately and in a friendly manner.
• Assist in resolving guest complaints regarding service and/or accommodations, whether handling on own, or elevating to managerial level.
• Responsible for cash drawer contents and transactions during shift.
• Maintain accurate records including cash flows
• Process all market and retail transactions for the guests.
• Assist in handling mail and other electronic communication and provide guests with information regarding hotel facilities and local attractions.
• Maintain appropriate market inventory levels, restocking when necessary.
• Handle confidential information, including guest records, with a high degree of integrity.

QUALIFICATIONS
 

• High School Graduate or GED required.
• Knowledge of front desk operations and procedures, guest services and hotel services.
• Proficiently speak, read, write, and comprehend the English language. The ability to speak other languages in a multicultural work environment can be extremely helpful in facilitating good communication among all hotel team members and guests.
• Able to work independently and desire to participate as part of a team.
• Possess proficient computer skills including proficient knowledge of MS Office products, knowledge of brand operating systems preferred.
• Able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Possess high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.
• Demonstrate genuine care for customers and employees.
• Comfortable conversing with individuals from a variety of backgrounds and at all organizational levels.
• Able to work in a fast-paced environment.

Benefits Include:

• 401K with Matching 
• Paid Time Off – Sick & Vacation
• Hotel discounts all over the world.
• Growth and Development opportunities
• We offer medical, dental, and vision insurance as well as opportunities to enroll in STD, LTD, critical illness, accident and/or life insurance as well as flex spending for all full time employees.