What are the responsibilities and job description for the Guest Service Agent position at Tributary Hotel?
Guest Service Agent
EMPLOYMENT CLASSIFICATION: Hourly
Job Description Summary: This position is responsible for providing superior service with all guest interactions. Specifically, a Guest Service Agent will exceed the expectations of all guests in a multitude of tasks that include, but are not limited to telephone operations, checking guests in and out, taking reservations, concierge services, and cafe duties. The concierge services may include assisting guests with the following: transportation, dining reservations, winery reservations, amenity requests, spa services etc.
A Guest Service Agent must possess excellent communication skills, comply with the property’s dress code and have the ability to resolve conflict and possess a thorough understanding of Tributary Hotel policies. All Tributary employees are expected to greet all guests in close proximity and make each feel important by providing a genuine welcome. Furthermore, Guest Service Agents must develop and maintain the company’s culture, values and reputation in the public eye, and with all staff, guests, vendors and partners. Guest Service Agents must promote the property’s vision in all actions and decisions and are accountable to the overall team.
Based upon fluctuating demands of the operation and to exceed guest expectations, it may be necessary to perform a multitude of different functions not specifically related to this position. This person may be expected to perform other tasks and duties as needed or as directed. Employee responsibilities and job descriptions are subject to review and revision.
Essential Functions
1. Adhere to all standards of operations, policies and procedures, manuals, training material, memos and verbal instruction.
2. Complete all shift checklist items.
3. Check in and out all hotel guests in a confident, professional and personalized manner.
4. Take hotel reservations accurately and efficiently.
5. Assist in the development and implementation of special projects.
6. Ensure immediate response is given to any and all guest comments and concerns and inform immediate supervisor of concerns and assist implementing corrective measures when necessary.
7. Maintain a positive relationship with all employees and guests.
8. Ensure all calls are answered in a courteous, professional and efficient manner.
9. Maintain an accurate log of guest calls for assistance or complaints, and ensure completion of all items.
10. Open, secure and balance out shift banks to include the verification of all cash, credit card and room charge transactions during all shifts.
11. Maintain accuracy with all accounting and billing procedures.
12. Have a comprehensive knowledge of hotel availability and current rates and/or special events (which may have an impact on occupancy and availability).
13. Possess fluent knowledge of local restaurants, special events, amenities and directions.
14. Ensure open lines of communication with all departments and management at all times via email, meetings, etc., to ensure all needs of the hotel are met.
15. Maintain a high level of cleanliness and safety in the work area.
16. Provide guest assistance with spa check-in and reservations: Guide guests through the spa check-in process and assist with making, modifying, or confirming spa reservations to ensure their needs are met. Maintain comprehensive knowledge of Spa offerings and availability.
17. Maintain an increased awareness of safety issues throughout the property.
18. Support Café and In-Room Dining Operations. Assist in the preparation, service, and delivery of food and beverages for both the café and in-room dining, ensuring a seamless guest experience. Maintain current knowledge of café offerings.
Reporting Relationship
Reports Directly to: Hotel Manager and Rooms Manager
Also works for: General Manager
Education & Experience
1. High School diploma or general education degree (GED).
2. Two (2) years related experience in the hospitality or service industry, is preferred.
Competencies
1. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
2. Ability to write routine reports and correspondences.
3. Ability to speak effectively and professionally and maintain a high level of customer service at all times.
4. Proficiency in google suite.
5. Ability to understand other computer programs (i.e. Property Management System, POS).
6. Ability to apply concepts of math including: addition, subtraction, multiplication, division and algebra, using whole numbers, common fractions, and decimals.
7. Eye for detail.
8. Poise in a face paced environment where juggling multiple tasks or needs simultaneously.
9. Certificates, licenses, and/or identification cards as required by the U.S. Department of Justice to verify employment eligibility.
Working Conditions/Environment
1. The noise level in the work environment is usually moderate.
2. The person in this position may have to lift up to 50 pounds on a daily basis.
3. The person having this position may have to sit for eight (8) hours, or stand for eight (8) hours and/or walk, push, kneel, bend, balance, squat, reach and stretch for two (2) hours per day.
4. The work environment characteristics described herein are representative of those an employee typically encounters while performing the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
5. Hours and schedules will fluctuate based on business needs and seasonal needs.
Job Type: Full-time
Pay: $19.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Morning shift
- Night shift
Work Location: In person
Salary : $19