Guest Service Agent - Moxy Charleston Downtown

Position Summary

The Guest Representative is responsible for providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing suite revenue and occupancy. The individual is also responsible for all reservation and inquiry calls during their shift. They are expected to actively develop superior service skills in working with clients, guests, and co-workers.

Essential Job Functions

• Provide attentive, courteous and efficient service to all guests prior to arrival and throughout their stay.
• Handle check-ins and check-outs in a friendly, efficient and courteous manner.
• Respond to all guests' requests, problems, complaints and / or accidents presented at the front desk or through reservations in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Answer all guest inquiries (i.e. hotel services and amenities, the area, etc.).
• Ensure delivery of packages, mail and messages as needed to guests.
• Follow all Lexima / Brand credit policies.
• Be aware of all rates, packages, and special promotions. Be familiar with all in house groups. Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow rate quoting guidelines.
• Fully understand and be able to operate all relevant aspects of the front desk computer system.
• Focus on his / her role in contributing to guest satisfaction surveys.
• Demonstrate appropriate phone skills.
• Use Lexima / brand selling guidelines as part of the inquiry call process.
• Consistently perform above average in the mystery call process.
• Follow up on all wait list reservations.
• Manage suite inventory.
• Complete shift responsibility checklist.
• Keep front office area clean and organized.
• Comply at all times with Lexima / Brand compliance standards and regulations to encourage safe and efficient hotel operations
• Participate in all-employee meetings, events and other functions required by management.
• Be familiar with all Lexima / Brand policies and hotel rules, as well as hotel terminology.
• Develop full understanding of hotel amenities and services.
• Understand emergency procedures and be prepared to help when necessary.
• Operate radios efficiently and professionally in communicating with the hotel staff.

Ensure correct and accurate cash handling while at the front desk.

Work Environment

This position will be located at a hotel and primarily work behind a desk and in public spaces.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee with or without accommodation to successfully perform the essential functions of this job.

Reasonable Accommodations

Reasonable accommodations may be made to enable individuals with disabilities to perform the requirements of this position if such accommodations do not create an undue hardship for the company.

Travel

No travel is expected for this position. Travel for annual training and conferences may be required.

Required Education and Experience

Must have a valid driver's license.

E-Verify

Lexima participates in E-Verify for every employee.

EEO Statement

Lexima is proud to be an equal opportunity employer and prohibits discrimination based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws

Lexima is an EEO employer - M / F / Vets / Disabled