Guest Service Agent

PRIME DIRECTIVE: Guest Satisfaction & Safety, Employee Satisfaction & Safety, and Fiscal Responsibility is the pillar on which a hotel company thrives. Every employee, regardless of his or her position, accepts responsibility for the above 3 pillars.

SERVICE TASKS:

• Acknowledge and greet ALL guests within 15 feet of you and engage with them within 6 feet of you.
• Coordinate with other departments to fulfill special guest requests.
• Take action to solve guest problems/complaints using appropriate service recovery guidelines

SAFETY TASKS:

• Practice safe work habits, particularly with regard to lifting techniques and proper handling of cleaning products.
• Locate and understand Material Safety Data Sheets and protocols for accidental chemical spillage or exposure.
• Follow established hotel safety protocols and procedures at all times. Immediately report any safety incident to your Supervisor, the General Manager or the Manager on Duty.
• Follow proper key control procedures for issued keys, or keys left by guests in room/suite.

• During any Health Emergency (i.e. Covid19 pandemic), all employees are required to wear proper Personal Protective Equipment (PPE) according to Federal, State or Local mandate, Brand standards or hotel policy.

COMMUNICATION TASKS:

• Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
• Create and maintain positive, professional working environment with fellow co-workers as well as guests.

ROLE SPECIFIC DUTIES:

Office Duties

• Handle hotel phone system, transfer calls. Take messages for guests, as well as hotel staff.
• Take, modify and cancel guest reservations, noting any special requests
• Efficiently check guests in and out of the hotel. Receive, input, modify and cancel all reservation calls.
• Communicate hotel facilities and services to guests at check in.
• Coordinate with other departments to fulfill special guest requests.
• Listens to, anticipates, and fulfills guest needs.
• Post phone charges, valet charges, and other miscellaneous charges to guest accounts.
• Administer hotel guest payment policies.
• Responsible for shift cash transactions.

• Responsible for maintaining hotel key security system.
• Follow proper key control procedures for issued keys.
• Reads the communication log daily and follows directives
• Stock and encourage sales in the sundry shop.
• Maintain coffee availability in lobby.

Brand Knowledge & Adherence

Maintains knowledge of product and service quality standards for the Brand.

Ensures adherence to Brand standards.

Job Types: Full-time, Part-time

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program

Schedule:

• 8 hour shift
• Weekends as needed

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: In person