Guest Service Agent

Purpose of the Position: Provide a warm and sincere welcome to our guests and customers.

Essential Responsibilities:

• Provide a warm and sincere opening and acknowledge guests according to company standards using the 15/5rule.
• Adhere to the Art of Hosting service program to promote the brand and exhibit the ability to be a Brilliant Host.
• Participate in daily standups; pay attention to individual guest needs and take specific action to that person, in that moment; ask questions and engage guests to create personal connection.
• Look for and identify cues to deliver brilliant hosting moments; offer pro-active assistance with each guest interaction; acknowledge guests in queue; contribute ideas to the improvement of the overall service experience.
• Process all guest check-ins, check-outs, mobile guest requests, room assignments, and room change/late check-out requests.
• Secure payment; activate/reissue room keys.
• Ensure rates match market codes, document exceptions.
• Verify/adjust billing for guests.
• Communicate to appropriate staff when guests are waiting for an available room.
• Clear departures in computer system.
• Coordinate with Housekeeping to track room status and guest concerns.
• Operate telephone switchboard station; answer with proper greeting with a "smile in your voice"; use guest name when possible.
• Run and check daily reports, contingency lists, and credit card authorization reports.
• Supply guests with directions and information.
• Arrange transportation for guests.
• Count and secure bank at beginning and end of shift.
• Cash guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change.
• Be knowledgeable to food menus and process Room Service orders.Assist in organization and operation of Sundry Shop. Notify Security of any reports of theft. Skills and Abilities:
• Excellent phone etiquette and customer service skills.
• Basic computer, typing skills.
• Mature judgment in handling and resolving conflicts.Excellent communication skills.
• Knowledge of principles for working with the public.
• Education and Experience Requirements:
• Preferred, High School diploma or GED. Preferred, 2+ years in customer service position. Physical Demands: Read & visually verify information in a variety of formats; stand, sit, or walk for an extended period of time, or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without help

Job Type: Part-time

Pay: $17.00 - $18.00 per year

Expected hours: 16 – 24 per week

Benefits:

• Employee discount
• Referral program

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Every weekend
• Monday to Friday
• Night shift

Work setting:

• In-person

Work Location: In person