What are the responsibilities and job description for the Guest Service Agent position at The Summit Hotel?
Guest Services Agent
Join a company that is passionate about creating exceptional experiences!
AT Hospitality is looking for passionate individuals to join our dynamic team! Whether you're working at The Summit Hotel or Element Eatery, you'll be part of an organization dedicated to delivering exceptional experiences and prioritizing guest satisfaction with a commitment to detail.
- The Summit Hotel is designed to engage, enlighten and inspire guests. From thought-provoking works of art to chef-curated dining experiences, The Summit promises a transformative journey from every day to extraordinary. As a premier destination for meetings, events, weddings, and more, The Summit offers elevated experiences that leave a lasting impression.
- Element Eatery is a vibrant hub of the Greater Cincinnati community, featuring nine unique, chef-driven restaurants under one roof. We're more than just a dining destination; we're a gathering place where people come together to enjoy delicious food, live music, and community events. Our focus is on creating a welcoming atmosphere where everyone feels at home.
At AT Hospitality, we are committed to creating a supportive and inclusive work environment where all associates are empowered to succeed. We are looking for individuals who are passionate about hospitality and excited to be part of a company that is making a difference in the community.
Simply stated, our mission is to delight our guests, support our associates, and serve as a model for our community.
DEPARTMENT: Guest Services
REPORTS TO: Director of Rooms/Guest Services Manager
STATUS: Non-exempt
Job Summary
The Guest Services Agent is responsible for facilitating an inspired experience for guests & hotel associates alike. Providing attentive, courteous, and efficient service, communication, and assistance to all guests and hotel associates in-house, including but not limited to: guest check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.
THERE ARE TWO POSITIONS AVAILABLE - ONE 1st SHIFT & ONE 2nd SHIFT. WEEKEND AVAILABILITY IS REQUIRED FOR BOTH.
PAY RATE: $16.00 PER HOUR.
BENEFITS AVAILABLE ON THE 1ST DAY OF THE MONTH AFTER HIRE DATE.
Job Qualifications
Education & Experience:
- College course work in related field helpful.
- Experience in a hotel or a related field preferred.
- High School diploma or equivalent required.
- Computer knowledge & proficiency required.
- Customer Services experience preferred.
- Valid Driver’s License preferred.
Job Requirements
Physical requirements:
- Flexible and long hours sometimes required.
- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Ability to stand during entire shift.
- Ability to drive hotel shuttle, pending Motor Vehicle Records check.
General Requirements
- Maintain a warm and friendly demeanor at all times.
- Must be able to effectively communicate both verbally and written, with all level of associates and guests in an attentive, friendly, courteous, and service oriented manner.
- Must be effective at listening to, understanding, and clarifying concerns raised by associates and guests.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
- Attend all hotel required meetings and trainings, including department meetings, one-on-ones with department managers, and cross-training sessions.
- Maintain regular attendance in compliance with AT Hospitality Standards, as required by scheduling, which will vary according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and name tag.
- Comply with AT Hospitality Standards and regulations to encourage safe and efficient hotel operations.
- Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
- Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
- Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
- Must be able to cross-train in other hotel related areas.
- Must be able to maintain confidentiality of information.
- Must be able to show initiative, including anticipating guest or operational needs.
- Perform other duties as requested by management.
Job Duties and Functions
Fundamental Requirements
- Greet and welcome all guests approaching the Front Desk in accordance with AT Hospitality standards.
- Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
- Answer guest inquires about hotel services, facilities, and hours of operation in a timely manner.
- Appropriately collect & process accepted form of guest identification and payment for services. Perform credit authorizations as necessary in compliance with AT Hospitality and PCI confidentiality standards.
- Responsible for issued house bank.
- Follow all cash handling and credit policies according to AT Hospitality SOPs.
- Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
- Review & create shift reports, review, comprehend, and retain all posted communications daily.
- Answer inquires from guests regarding local restaurants, transportation, entertainment, etc.
- Be aware of all rates, packages and special promotions offered via TheSummitHotel.com, in accordance with Revenue Management training.
- Be familiar with all in-house groups & resumes.
- Be aware of closed out and restricted dates.
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
- Be familiar with hospitality terminology.
- Have knowledge of emergency procedures and assist as needed.
- Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
- Use proper communication etiquette at all times when communicating with other associates, whether it be through phone, email, an app, or radio.
- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer systems.
- Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
- Be able to process & analyze relevant operations system reports on in house & arriving guests.
- Maintain a clear understanding of IPrefer Brand standards, rewards programs, promotions, and be able to explain Preferred Hotels information in detail to guests as necessary.
- Balance and prepare individual paperwork for closing of shift according to hotel standards.
- Maintain and market promotions and guest programs.
- Maintain a clean work area.
- Assist guests with all in room amenities.
- Operate the hotel shuttle as necessary, transporting hotel guests in a safe, efficient manner.
Salary : $16