Guest Service Agent

The Guest Service Agent’s essential duties are to meet/greet all arriving and departing guests with a welcoming and genuine smile. Execute flawlessly the arrival and departure procedures, maintain appropriate credit card authorization, obtain applicable identification as needed and overall, to provide for an exceptional guest experience. This role reports directly to the Director of Front Office.

Job Description

• Provide for an exceptional guest experience
• Work in a safe, clean and efficient manner

• Act as the first point of contact for guest information
• Uses PMS systems to collect a payment, manage billing and guest reservations
• Updating PMS update guest information
• Greeting guests on arrival
• Undertaking front desk service duties
• Following Front Desk SOP to ensure that procedures are always followed to ensure guest needs are met
• Administering check-in and check-outs
• Assigning rooms and issuing keys
• Coordinating with porters, concierge, kitchen staff, engineer, management, and housekeeping
• Acting as a central source of information for guests during their stay
• Processing food and beverage requests
• Able to provide suggestions to the guest for surrounding areas
• Resolving problems and dealing with conflict or tension with disappointed guests
• Ensure that guest satisfaction is of the utmost importance
• Coordinating third-party services such as tour guides, taxis, airport transfers, and rental cars

• Adhere to all health and safety precautions
• Perform duties as reasonably assigned

Requirements

• Prior experience working in a fast paced, hotel providing extraordinary guest experience
• Preferably at least two (2) years of hotel experience preferred.
• Preferably at least two (2) years of customer service experience preferred.
• Preferably at least two (2) years of OPERA PMS experience.
• Experience using various technologies such as computer, mouse, internet, multi-line telephone, walkie-talkie
• Excellent service orientated attitude
• Excellent interpersonal skills to partner with colleagues under pressure.
• Perform work assignments with minimal supervision.
• A high school diploma is required.
• Fluency in English language; Spanish language skills and knowledge highly desired
• Must be able to stand for an 8-hour shift
• Lifting and carrying up to 50 pounds
• Bending, climbing, reaching, stooping, and moving fast without discomfort
• Must be able to work overnights, weekends, and holidays.
• Must be legally authorized to work in the United States.

We are committed to extending equal opportunity in employment to all qualified candidates who can contribute to the diversity and excellence of our organization. We encourage applications from all qualified individuals without regard to race, color, religion, genetic information, sexual orientation, gender and/or gender identity or expression, marital or parental status, national origin, ethnicity, citizenship status, veteran or military status, age, disability or any other basis protected by applicable local, state or federal laws. Hiring is contingent on eligibility to work in the United States.