NHC - Guest Service Agent

Description

This is a seasonal position from 02/23/2025 to 06/28/2025.  Full-time hours are available and there may be opportunities to extend/transition to a Full-Time Regular position upon completion.

Job Summary

The Guest Service Agent is responsible for providing exemplary service to each guest they encounter in person or by phone. The Guest Service Agent honors sincerity in service and makes everyone feel that they’ve come home.

Essential Functions

• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards
• Maintain complete knowledge at all times of: hotel features and services, room rates, special packages and promotions, daily house count, room availability, scheduled in-house group activities, locations and times, and VIP guests
• Anticipate guests’ needs and respond promptly. Acknowledge all guests, however busy and whatever time of day
• When requested, assist other members of the Front Office team in executing their duties
• Resolve all guest complaints in a timely manner and ensure guest satisfaction
• Monitor and maintain cleanliness, sanitation, organization of assigned work area(s) and ensure supplies are stocked daily
• Attend pre-shift meeting and review all information pertinent to the day's business
• Ensure that the standards for guest check in and check out are maintained
• Ensures that all guest data is collected and correct upon arrival
• Maintains detailed notes on VIPs, updates dossiers accordingly, and distributes the information to the appropriate manager(s)
• Consistently provides exceptional service to VIP guests and in the absence of a Manager, will perform the VIP room orientation in accordance to hotel standards
• Answer the departmental phone within 4 rings and never leave a guest on hold for more than 30 seconds without an offer of a callback
• Ability to provide guests information on future rates and availability and assist in making future reservations
• Greet each guest by name
• Display a high sense of urgency and willingness to help
• Provides a crafted stay for each guest
• Ensure discretion for our guests
• Remain knowledgeable about local occurrences and venues both on and off property. Proactively execute all concierge requests and log accordingly
• Monitor communication logs and ensure that guests receive follow up within the appropriate time
• Adhere to the hotel’s cash handling policies and procedures
• Work closely with all departments to ensure all service standards are met and guest service expectations are exceeded
• Maintain availability to work all shifts, including overnight
• Complete assigned duties within each shift
• Navigates each shift fluidly and freely performs duties outside of assigned classification
• Perform additional duties as instructed by the Director of Front Office or the Front Office Manager

Other Duties

• All Associates are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities.   Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc
• Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings
• Comply with hotel grooming standards for both uniformed and non-uniformed associates
• Comply with hotel attendance policy
• Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude.
• Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel.

Qualifications

Working Conditions & Physical Requirements

Physical Effort:    

• Significant portions of day require prolonged standing, moving and sedentary work.   Ability to visually review documents and computer screen throughout day.

Physical Environment:    

• Ability to walk or stand for extended periods of time during course of shift.  

Manual Skills    

• Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations.

Work Schedule:    

• Due to the cyclical nature of the hospitality industry, Associates may be required to work varying schedules to reflect the business needs of the hotel.

Safety:    

• Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise.  Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when appropriate.

Education:    

• High school diploma or equivalent vocational training certificate required.  Some college or college degree preferred.  

Experience:    

• Previous customer-facing experience with a Lifestyle/Luxury brand preferred.

Computer Skill & Other Technical Skills:    

• Ability to utilize computer software and hardware required. Ability to easily maneuver on computer keyboard required. Ability to learn, utilize and communicate effectively via company issued communication devices 

Communication:    

• Ability to fluently comprehend and speak English required. 

Other:    

• Must be customer-service centric and have excellent hospitality skills.

Salary : $22 - $24