Guest Services Agent

Brief Description

The Holiday Inn Express Fort Worth Downtown is looking for Guest Services Agents to join the team!

The Guest Services Agents check are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. Primary responsibilities include registering guests, making, and modifying reservations, hotel operator, concierge duties, follow procedures for safe food production, assembly, and presentation. Providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

Essential Job Functions

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Maintain high standards of personal appearance and grooming (per brand standards).
• Maintain regular attendance in compliance with the hotel’s scheduling will vary according to hotel business levels.
• Always comply with standards and regulations to encourage safe and efficient hotel operations.
• Always maintain a friendly and warm demeanor .
• Greet and welcome all guests approaching the Front Desk in accordance with the hotel’s standards.
• Maintain proper operation of the telephone switchboard and ensure that telephone etiquette is met.
• Handle requests for information, mail, and messages in an efficient and courteous manner.
• Answer guest inquires about hotel service, facilities, and hours of operation.
• Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
• Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel.
• Follow 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 scenario.
• Be familiar with policies and house rules as well as hospitality terminology.
• Have knowledge of and assist in emergency procedures as required.
• Handle check-ins and check-outs in a friendly, efficient, and courteous manner.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Clean work areas, equipment, utensils, dishes, and silverware.
• Store food in designated containers and storage areas to prevent spoilage.
• Prepare variety of foods according to customers’ orders or supervisors’ instructions, following approved procedures.
• Assist management with inventory control and stocking product.
• Coordinate banquet scheduling, food preparations with team member to ensure seamless service.
• Must be 21 years of age or older and be able to work flexible schedule.
• Employees must always be attentive, friendly, helpful, and courteous to all guests, managers, and all other employees.
• Maintain lobby and public space cleaning and sanitizing every hour, more often is public space/lobby is busy.
• Sanitize all keys when they are turned in.
  
  

Requirements

• College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• Guest Service Agents must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Guest Service Agents must have the ability to multi-task, be detail-oriented, and be able to problem solve to effectively deal with internal and external customers.
• High School diploma or equivalent required.
  
  

Summary

Amazing Benefits!

• Paid holidays & paid sick time!
• Vacation time off!
• Education program - if you are looking for a career in Hospitality, you can take advantage of our tuition reimbursement program!
• Medical, Dental, Vision insurance - you may participate in our health benefits after 30 days of employment with us!
• 401(k) Retirement Plan - plan your retirement with our generous company match! (terms and conditions apply)
• Hotel Travel Discounts!
• Daily Pay - control when you get paid! Voluntary benefit that let's you access your pay the same day!