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SalaryJob Summary
The Guest Services Agent is responsible for the guest’s experience at the beginning and end of their stay by performing check-in/out and interaction with guests and the general public by phone and in person.
Essential Duties and Responsibilities
- Provides professional and courteous guest service at all times
- Greets arriving guests
- Answers telephone calls courteously and efficiently
- Responds to inquiries regarding hotel services, guest registration, local shopping, dining, entertainment, and travel directions
- Generates, confirms, cancels, and changes guest reservations
- Keeps records of room availability and guest’s accounts
- Assists arriving and departing guests with luggage
- Computes bills, receives payments, and makes change for guests
- Makes restaurant, transportation, or entertainment reservations for guests
- Promotes any current hotel and franchise marketing programs
Additional Duties
- Assumes manager duties in absence of General Manager
- Transmits and receives messages through telephone, facsimile, and switchboard
- Maintains wake-up call service
- Posts ancillary charges to guest folios (food, room, telephone)
- Maintains clean and neat work and storage space
- Assists with appropriate storage of guest property
- Attends monthly department meeting
- Completes projects as determined by Rooms Operations Manager
- Participates in ongoing education and training of Franchise and Hotel Management Company
Essential Behavior Requirements
- Customer Service: Displays a professional sense of urgency when communicating and interacting with customers, coworkers, and the public in a way that exceeds the customer’s wants and needs. Identifies opportunities to improve and deliver additional value to customer’s experience by presenting creative solutions and innovative ideas.
- Communication: Actively listens to customers, coworkers, and the public (viewing the situation from the customer’s perspective) and works together to solve the problem through effective communication.
- Problem Solving: Ability to recognize and define problems; analyze relevant information; encourage alternative solutions and plans to resolve situations; seeks additional assistance when needed.
- Quality: Work “product or service” is free of errors and exceeds customer expectations. Education or Experience- High school diploma or GED equivalent; no prior experience is required.
- Language Skills- Must have developed language skills to the point to be able to: read and comprehend instructions, safety rules, and memos. Speak clearly, distinctly, and with confidence using appropriate pauses, emphasis, correct English, and punctuation.
- Mathematical Skills- Requires mathematical development sufficient to be able to: add, subtract, multiply, and divide all units of measure.
- Reasoning Ability- Must have developed reasoning skills to be able to: apply common sense and understanding to carry out instructions in written, oral, or diagram form. Ability to professionally deal with problems in standardized situations.
Physical Requirements
- Ability to pass physical exam, drug test, and background check
- Requires walking and standing to a significant degree, reaching, handling, lifting, talking, hearing and seeing
- Lifting up to 50 lbs. maximum with frequent lifting and/or carrying or transporting of objects weighing up to 25 lbs.
- Primarily inside environmental conditions
Job Types: Full-time, Part-time
Pay: From $18.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Weekends as needed
Work setting:
- In-person
Education:
- High school or equivalent (Required)
Experience:
- Hotel Experience: 1 year (Required)
- Hilton/Marriott Brand: 1 year (Preferred)
Work Location: In person
