Guest Service Agent

Job Type: [Full-Time/Part-Time]

Job Overview:
The Hotel Front Desk Clerk is responsible for providing exceptional customer service to guests, ensuring their check-in/check-out process is smooth, and addressing any guest inquiries or issues during their stay. The front desk is the central hub of guest communication, and the role requires excellent communication skills, a friendly demeanor, and the ability to multitask effectively.

Key Responsibilities:

• Guest Check-In/Check-Out: Greet guests upon arrival, verify reservation details, and check them in. Process check-out transactions, provide receipts, and offer assistance with any inquiries.
• Customer Service: Respond to guest requests and complaints promptly and professionally. Assist guests with special requests, providing information about hotel amenities, services, and local attractions.
• Reservations Management: Handle reservations via phone, email, or walk-ins. Ensure accurate entry of guest information and special requests into the reservation system.
• Phone Handling: Answer incoming calls, provide information, transfer calls to the appropriate departments, and take messages when necessary.
• Billing and Payments: Process payments using various payment methods (credit card, cash, etc.) and ensure accurate billing.
• Maintain Records: Ensure guest information is correctly entered and updated in the hotel’s computer system. Maintain confidentiality of all guest information in compliance with privacy regulations.
• Check for Special Requests: Be attentive to any VIP guests or special needs, ensuring their needs are met during their stay.
• Housekeeping Coordination: Communicate with housekeeping to ensure rooms are ready for incoming guests and report any maintenance issues to the relevant departments.
• Security: Ensure the safety and security of guests and hotel property. Follow hotel protocols to respond to emergency situations if necessary.
• Administrative Tasks: Maintain the front desk area, keep it neat and organized, and assist with administrative tasks like filing and reporting.
• Multitask and Adaptability: Perform other duties as needed, including assisting other departments during busy times or when there are special events.

Qualifications:

• Education: High school diploma or equivalent required
• Experience: Previous experience in a customer service role is preferred; hotel front desk experience is a plus. Experience in PEP system preferred.
• Skills:
• Strong communication and interpersonal skills.
• Ability to handle multiple tasks and remain calm under pressure.
• Proficiency in using hotel management software and basic office equipment.
• Good problem-solving abilities and attention to detail.
• Professional appearance and attitude.
• Availability: Ability to work flexible hours, including nights, weekends, and holidays.

Physical Requirements:

• Must be able to sit or stand for long periods.
• Frequent use of hands and fingers for computer input.

Work Environment:

• Fast-paced hotel lobby environment.
• Interaction with diverse groups of guests and staff.

Job Types: Full-time, Part-time

Pay: $13.00 - $14.50 per hour

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Day shift
• Evenings as needed
• Evening shift
• Every weekend
• Holidays
• Morning shift
• Nights as needed
• Night shift
• Overnight shift

Ability to Commute:

• Hollins, VA 24019 (Required)

Ability to Relocate:

• Hollins, VA 24019: Relocate before starting work (Required)

Work Location: In person

Salary : $13 - $15