Part-Time Guest Service Agent

Job Overview:
We are seeking a Guest Service Agent to join our team at a prestigious hotel. The ideal candidate will be responsible for providing exceptional customer service to our guests, ensuring their stay is comfortable and memorable.

Responsibilities:

• Smile and continuously project a helpful attitude.

• Provide the highest quality of service to the customer at all times.

• Stay current on all emergency procedures and acts accordingly.

• Greet and register guests and provide room assignments, accommodating special requests whenever possible, assist in the pre-registration and blocking of reservations.

• Have working knowledge of reservations procedures, sell reservations (be an order maker, not an order taker), and know cancellation procedures and Walk Policy.

• Handle guest check-ins and check-outs efficiently, in a friendly and professional manner.

• Provide information to all guests in a courteous and informative manner; Will not volunteer information about guests or associates - only indicate whether or not they can be reached.

• Handle complaints courteously. When necessary, relay through supervisor for appropriate action and enter in the follow up log.

• Handle lost and found by taking relevant messages and completing Lost and Found form and directing to proper department.

• Communicate with incoming shift by logging pertinent information in the front office log.

• Ensure that all cash, checks, and miscellaneous departments are in balance at the end of each shift.

• Complete appropriate shift checklist daily.

• Keep housekeeping informed of any special requests, late checkouts, and special need areas in the hotel.

• Answer and transfer all incoming calls in a timely and friendly manner.

• Receive and transmit mail, phone calls, and written messages for guests (in absence of voice mail system).

• Answer inquires pertaining to hotel services, shopping, dining, entertainment, and travel directions.

• Assist guests in obtaining information. Call airlines, rent-a-car, companies, etc.

• Post room charges, food and beverage charges, phone charges, and compute guest bills using PMS.

• Collect payments and make changes for hotel guests following all handling procedures as required.

• Ensure adequate key cards are available for assignment of guest rooms.

• Attend to special service requests including securing of guest valuables in safety deposit boxes.

• Assure that complimentary amenities are delivered to VIP’s at the time required.

• Maintain a log of items borrowed from the front desk and deliver items when necessary, i.e. Irons/ironing boards, blow dryers.

• Keep the front office area neat, clean, and free of safety hazards.

• Maintain knowledge of the hotel, hotel team, hotel services with hours of operations, room locations, types of rooms and room selling strategies, hotel rates and discounts, hotel credit and check cashing policies and procedures, and know how to handle each.

• Responsible for proper telephone etiquette.

• Develop a thorough knowledge of the hotel's PMS. Has understanding of in-house computers and monitors computer accuracy to ensure maximum occupancy.

• Be aware of new potential sales contacts through guest interaction and report the information to the Sales Department.

• Wear proper uniform and name tag at all times in accordance with the standards of appearance.

• Contribute to and support the hospitality programs and training seminars to ensure their success, continue to practice skills taught.

• Attend monthly front office meetings.

• Perform required tasks, including, but not limited to, those contained in the Minimum Performance Standards set by Laurel Lodging

• Adhere to all work rules, procedures and policies established by the company.

• Perform all other duties as assigned by management.

Educational/Vocational Preparation:

A High School Diploma or GED is required. One year of Customer Service experience is required.

Qualifications:

• Neat, clean, and professional appearance

• Strong computer and Internet skills

• Organized and detail oriented

• Professionalism beyond reproach

• Pleasant and helpful demeanor

• Outstanding moral, ethical character

• Fluent English-speaking and writing skills

• Physical stamina to stand on feet throughout shift

Job Specifications:

Physical Demands: Requires ability to stand for entire shift; walking to a significant degree. Requires ability to move fingers and hands easily and quickly. Must have ability to communicate both orally and in writing to guests and members of the front office staff and to answer telephone calls. Requires ability to perform repetitive tasks. Requires ability to lift 30-50 pounds infrequently. Requires ability to work flexible schedule to include weekends and holiday.

Environmental Conditions: Inside: Protection from weather conditions but not necessarily from temperature changes.

Essential Skills: Requires familiarity with applicable franchise front desk standards and procedures or ability (gained through 2 years of previous experience related employment) to quickly become familiar with resort procedures. Requires ability to operate all Front Office Equipment. Must have ability to handle/resolve guest complaints and/or knowledge/understanding of when and how to direct the guest to receive assistance. Must have ability to professionally represent the hotel, deal positively with the public in person and over the telephone. Ability to work any and all shifts, holidays and weekends.

Job Type: Part-time

Benefits:

• Flexible schedule

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Morning shift
• Rotating weekends
• Weekends as needed

Ability to Relocate:

• Coraopolis, PA 15108: Relocate before starting work (Required)

Work Location: In person