Hotel Front Desk Staff / Guest Service Agent

Job description

The Shelter Harbor Inn is actively searching for an organized, detailed, and professional Front Desk Staff to join our Front Office team.

Must be able to work weekdays, weekends with a flexible schedule to accommodate needs of the business and our team.

The Shelter Harbor Inn, is a New England retreat in the Shelter Harbor community of Westerly, RI. Built in 1800, and completely revamped in 2019, The Shelter Harbor Inn is your home away from home. Situated on over three acres of greenery, the 23-room inn features upscale amenities including an on-site restaurant with multiple dining options serving fresh New American cuisine, a spa, and various seasonal activities.

Job Summary:

The Front Desk Staff are responsible for ensuring the operation of the Front Desk and Night Audit in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

· Approach all encounters with guests and team members in a friendly, service-oriented manner.

· Provide telephone services and operate the multi-line telephone switchboard effectively. Receive and transfer all calls, voice messages, and mail of guests and hotel employees.

· Greet and welcome all guests in a professional and hospitable manner. Direct guests to the appropriate area.

· Register guests and securely assign them a guest room and room key. Verify guest credit and process payment upon check-out.

· Have a thorough working knowledge of hotel property management system and rates/packages offered. Regularly check availability for reservation inquiries. Make and confirm reservations over the phone and coordinate those submitted online.

· Assist guests with any and all needs, including assisting in bringing luggage to their rooms, making restaurant reservations, and ensuring housekeeping and maintenance requests.

· Communicate all guest room status changes to Housekeeping department.

· Professionally handle guest complaints, problem solve to satisfy all guest needs, and follow up with manager.

· Have a thorough knowledge of hotel services, local shopping, dining, entertainment, and travel directions.

· Deliver guest amenities as necessary.

· Know and practice all safety and emergency procedures. Lead emergency situations, such as evacuations. Follow all key procedures. Secure guest valuables. Manage Lost and Found per policy.

Shelter Harbor Inn offers an extensive benefit and incentive package, including;

· Competitive Salary/Wages

· Competitive Paid Time Off Structure including Vacation, Sick, Holiday Pay, Jury Duty Leave, and Bereavement Leave

· Standard Annual Performance/Salary Reviews

· Merit and Cost of Living Adjustments

· Supportive, open-door policy work environment

· Work Culture that is fun, energetic and motivating

Required Experience

· Hotel or Receptionist experience preferred.

· Customer Service experience preferred.

· High School diploma or equivalent.

· Must be skilled with technology and a quick learner ex. CloudBeds and Google

· Ability to work in a constructive, team working environment with a positive, upbeat and customer-focused attitude.

· Proven success in handling guest complaints.

· Ability to operate smoothly and professionally under high stress situations while maintaining hospitality.

· Must be able to convey information and ideas clearly, both oral and written.

· Must work well in stressful, high-pressure situations.

· Must be able to evaluate and select among alternative courses of action quickly and accurately.

· Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.

· Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.

· Must have the ability to assimilate complex information, data, etc. from disparate sources and consider adjust or modify to meet the constraints of a particular need.

· Must be able to prioritize departmental functions to meet due dates and deadlines.

· Flexibility to work mornings, afternoons, evenings, weekends, holidays, and busy event days.

· May be subject to successful completion of background check.

Job Types: Full-time, Part-time

Pay: From $16.00 per hour

Benefits:

• Employee assistance program
• Employee discount
• Flexible schedule
• Professional development assistance
• Referral program

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Night shift
• Overtime
• Weekends as needed

Experience:

• Customer service: 1 year (Preferred)
• Hotel experience: 1 year (Preferred)

Work Location: In person

Salary : $16