What are the responsibilities and job description for the Guest Service Agent/Front Desk position at SureStay Plus by Best Western Reading North?
About us
SureStay Plus by Best Western Reading North is a small hotel in Reading, Pa. We are, customer-centric, professional and our goal is to find detail-oriented people that enjoy customer service. Team work is the key for making our business successful; yet you will need to be able work independently. SureStay Plus by Best Western Reading North is a 60-room family friendly hotel. With Friendly, Smiling Customer Service, we provide clean & comfortable guest-rooms with reliable & fast service at reasonable pricing. We offer Fresh, Hot Breakfast Buffet; 24/7 Coffee; Free Wifi; 55-inch HDTV; Fridge & Microwave; and much more.
Our customer service focused work includes:
- Modern office setting
- Growth opportunities
- Flexible working hours
Guest Service Agent / Front Desk
We plan to hire a friendly, customer service-oriented Front Desk Agent to join our team. We expect a high level of professionalism and effective decision making. You will have several responsibilities including: taking reservations, checking in and out guests, answering questions/concerns, and handling inventory. You must be able to multi-task and have wonderful interpersonal communication skills while being personable.
Must be at least 21 years of age.
Must be friendly, energetic, dependable & customer service oriented.
Customer Service Experience preferred, but willing to train the right candidate.
Days and Evenings and Weekends, Holidays are REQUIRED.
Night Audit shift is also available.
Flexible shifts, Full-time or Part Time.
There are some 1st shift hours available, several 2nd shift hours available, and perhaps some 3rd shift hours available.
New hires will also cross-train for the Breakfast Attendant positions.
Able to work independently for a 8 hour shift.
Description
- Greet guests with a welcoming smile and friendly demeanor
- Perform all guest check-in and check-out procedures
- Obtain or confirm guest information, assign rooms, activate and distribute keys, etc.
- Collect payment for room charges and other fees, credit, debit, & cash payments
- Answer phones and direct calls to appropriate personnel
- Check and send emails
- Make and confirm reservations
- Maintain a clean and neat front desk area
- Accommodate guest requests
- Communicating with hotel staff on the status of guest rooms
- Up Selling guest rooms and promoting hotel services
- Inform customers of all on-site amenities and any relevant information that is needed to use them
- Be informed and up-to-date on all types of room accommodation and availability
- Skills include: Customer service, Problem-solving, Communication, Computer knowledge
- Communicate with housekeeping, room service and security staff as necessary
- Provide local information on restaurants, special sites, activities, etc.
- Resolve customer complaints and problems calmly and effectively
- Notify management of any serious issues that you cannot resolve
- Maintain a friendly, personable disposition
- Invoice and bill guests for their stay and services used
- Perform various clerical tasks as needed (sorting mail, paper filing, etc.)
- Monitor the hallways and lobby area.
- Assist Breakfast Attendant as needed.
- Breakfast set-up, Clean-up, and Other Breakfast Attendant Duties.
- Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.
- Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
- Answer all incoming calls and redirect them or keep messages.
- Keep updated records and files.
- Other tasks assigned.
Requirements & Qualifications:
- High school diploma or GED equivalent preferred.
- Personable and outgoing when dealing with guests.
- Professional phone demeanor.
- Computer literate and proficient.
- Excellent customer service skills.
- Excellent customer service skills.
- Ability to maintain calm, polite, and patient in stressful situations.
- Organized and detail-oriented
- Please have solid references.
- Successful history as a front desk agent or related hospitality experience.
- Must have a flexible work schedule.
- Task-driven individual.
- Ability to connect with guests and consistently give them a positive customer experience.
- Dependable.
- People-oriented.
- Strong Verbal & Written Communication skills.
Job Types: Full-time, Part-time
Pay: $10.00 - $12.00 per hour
Benefits:
- Employee discount
- Flexible schedule
- Free parking
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Morning shift
- Night shift
- Overnight shift
- Overtime
- Weekends as needed
People with a criminal record are encouraged to apply
Education:
- High school or equivalent (Required)
Work Location: In person
Salary : $10 - $12
