What are the responsibilities and job description for the Guest Services Agent position at Mirbeau Hospitality?
Guest Services Agent
About Us
For nearly 20 years, The Mirbeau Companies have successfully developed and managed European inspired boutique hotels, spas and resorts. Family-owned and operated, Mirbeau Inn and Spa is a nationally renowned destination resort brand.
Job Summary
This role plays an important part in ensuring guests are given an exceptional experience during their stay. The Guest Service Agent's main focus is to be one of the friendly faces and a resource when registering arriving guests and checking out departing guests. You will also be expected to respond to questions and follow through on specific guest requests until the highest level of satisfaction is achieved.
Responsibilities
- Report to work with a clean uniform and appropriate nametag at the scheduled time.
- Provide a warm welcome to all guests using Forbes/Mirbeau approved standards.
- Verify room statuses, daily reservations, and note/follow up with special requests on the pass-on log.
- Perform daily checklists/tasks, count drawers, and prepare daily guest deliveries and amenities.
- Register arriving guests, check-in, create key cards, direct and escort guests to their rooms.
- Check-out departing guests, process payments, and answer billing questions.
- Answer phone calls, transfer calls to appropriate department, answer emails, update daily pass-on logs and company newsletters.
- Be informed of all resort services, outlets, hours of operation, and facilities to up-sell the facilities and provide information to guests.
- Communicate with all departments on the billing of guest amenities during their stay.
- Listen, acknowledge, and resolve guest concerns promptly, courteously, and professionally.
- Maintain the front desk and office in an orderly and organized way.
- Communicate all property happenings to the next shift.
- Attend all scheduled meetings as deemed necessary by the resort.
Qualifications, Skills & Educational Requirements
Requires a neat appearance, pleasant personality, and ability to deal effectively with the resort, staff, and public. Oral, written communication, computer, and organizational skills are required. Must be able to stand for long hours and multitask under pressure. Experience with Property Management Systems (PMS), customer service, and hotel/resort operations preferred.
Employee Perks & Company Incentives
- 401K with a company match
- Medical, Dental, Vision and Life Insurance Plans
- Career advancement potential within company
- Paid time off for full time and part time employees, along with holiday pay
- Employee Assistance and Anniversary programs
- Discounted rates for services within Spa and Resort
- Work performance incentives
