Guest Services Agent Department: Front Desk Reports To: Guest Services Manager/Guest Services Supervisor Position Summary: Provides a central communication point for hotel operations through answering incoming phone calls in a prompt, friendly, and courteous manner. Ensures guest satisfaction and revenue optimization through check-in, checkout, and attentive coordination of hotel services for the guest. Responds to all guest requests providing personalized courteous and prompt service to ensure a pleasant stay. Essential Duties and Responsibilities: Provides information to guests about hotel policies, services and amenities. Responds to requests from guests for assistance and information about the local area. Registers guests in a prompt and courteous manner using up-selling techniques to maximize room rates. Processes customer payments according to established policies and procedures. Books future guest reservations. Responds to guest requests promptly; promotes hotel services, facilities and outlets; provides guests with information such as local attractions and directions to increase guest satisfaction. Resolves minor guest complaints to the satisfaction of the guest; informs the manager of major problems, complaints, disturbances, or unhappy guests. Provides courteous, efficient telephone service; accurately records messages and promptly notifies guests of employees. Records incoming packages, mail, or faxes and promptly notifies guests. Handles departmental accounting of monies, receipts, guest accounts, and other forms of credit; post all charges; completes cashier’s report, prepares deposit and counts cash drawer. Issues, controls, and releases safe-deposit boxes to guests. Acts as a central communication point during emergency situations by having thorough knowledge of emergency, safety, and security procedures and phone numbers of local fire, police, poison control, etc. Operates in-house paging systems as well as base communications with security and maintenance departments. Sells rooms to “walk-in” guests. Enters/changes reservations information on the computer system. Informs the housekeeping department about room status/availability. Maintains the front desk area in an organized, clean manner. Responsible for all keys issued. Complies with the key policy as prescribed by the company. Follow all company policies. Maintains all specified reporting, controlling, and record keeping systems. Including end of shift notes, incident reports, and other paperwork. Acts in accordance with Hotel Indigo Core Values and Mission Statement. Performs other duties as assigned by management. Qualifications: High School diploma or its equivalent. Ability to stand and walk for 8 hours. Ability to lift up to 25 pounds. Ability to communicate with co-workers and guests Pay: $15.00 - $16.00 per hour Benefits: Employee discount Flexible schedule Health insurance Paid time off Experience: Hotel experience: 1 year (Preferred) Work Location: In person
Salary: $15 - $16 an hour
Employment Type: Part-time, Full-time
Qualifications
Hotel experience: 1 year (Preferred), Work authorization (Preferred)
Benefits
Health insurance, Paid time off, Employee discount, Flexible schedule