Guest Services Agent

Position: Guest Services Agent
Reports to: Guest Services Manager, Assistant Guest Services Manager
Job Type: Full-Time

Southall is a premier destination bringing nature, produce and people together in a powerful and unique way. The Guest Services Agent will greet and register guests and provide the highest level of service to provide an exceptional stay.

Responsibilities:

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate.
• Verify and accurately input credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and accurately record vouchers, traveler’s checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Plan and implement detailed steps by using experienced judgment and discretion.
• Regular attendance in conformance with the standards, which may be established by Southall from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
• Summon front service/bell assistance to escort guests to their rooms as appropriate.
• Operate facsimile machine to send, receive, and log incoming transmissions. When possible, hand- deliver incoming faxes using the message function of the computer.
• Use the photocopier to make copies and scans of items as required.
• Provide instruction and/or guidance for guest and employee safety in fire or other emergency situations.
• Maintain familiarity with all property functions and outlet operations to market property to guests in a positive manner. Directs guest flow through hotel giving assistance and directions to restaurant and other guest / client facilities.
• Listen and respond to guest inquiries using a positive, clear speaking voice. Answer questions and offer assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.
• Other duties as assigned by the supervisor such as assisting PBX operators or reservations agents.
• Comply with SouthallRules and Standards of Conduct as set forth in the Team Member Handbook

Skills and Experience:

• 1-2 years in a Hospitality or customer service role, preferably in a luxury hotel environment
• Ability to work nights, weekend and holidays
• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Ability to stand and move throughout front office and continuously perform essential job functions.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.
• All employees must maintain a neat, clean, and well-groomed appearance (specific standards available).

Education:

• Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.

Southall Farm and Inn is committed to a diverse and inclusive workplace. Southall provides equal employment opportunities to applicants and employees and does not discriminate on the basis of age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.