Guest Services Agent - Residence Inn Canyon Blvd., Boulder

Job Overview

City, State:
Boulder, Colorado

Title:

Guest Service Agent

Location:

Canyon Blvd. Boulder, CO
Status:
Non-Exempt
Pay: $20.00 an hour, Bonus: $1,000.00 paid quarterly.

The purpose of a Guest Service Agent is to serve as the primary contact for all guests throughout their stay and to efficiently check guests in and out of the hotel.

• Operate the front desk according to standard operating procedures and deliver exceptional guest service.
• Operate the reservation system, check-in and checkout system and credit card system with accuracy, following all safety and security procedures.
• Check registration (folio) cards for completeness, accuracy, and legibility, and maintain an accurate cash sheet and cash drawer balance.
• Operate the switchboard and disperse calls as required by your shift; take and confirm guest messages and faxes with accuracy, noting the date and time of message, repeat message to caller, and use the message light to indicate a waiting message.
• Know emergency procedures and how to respond; never say a guest’s room number out loud.
• Be knowledgeable of hotel promotions, room rates, room amenities, building exterior and interior, and nearby shopping, convenience stores, and gas stations.
• Complete daily reports, audits, and correspondences as required by your shift.
• Maintain a clean lobby and office area; set wake‑up calls as dictated by your shift.
• Prepare room status sheet for housekeeping and update housekeeping on rooms available to clean as guests check out or leave for the day.
• Take and confirm credit cards for validity and acceptability.
• Lock and secure the area if leaving the front desk, even for a moment.
• Create incident reports for guest injuries or issues when required.
• Answer all calls within three rings; all calls are answered in a scripted manner.
• Take and record reservations accurately and confirm as requested.
• Resolve guest complaints.
• Maintain regular attendance, be consistently on time, and observe prescribed work, break, and meal periods in compliance with standards.
• Maintain high standards of personal appearance and grooming, including compliance with the dress code.
• Perform any other duties as requested by supervisor.
• Reasonably accommodate qualified individuals with disabilities to perform essential duties.

• High quality of work:
  Demonstrates accuracy and thoroughness, monitors own work to ensure quality, provides the best possible service.
• Productivity:
  Meets or exceeds productivity standards, produces adequate volume of work efficiently within a specified time.
• Excellent customer service skills:
  Responds to service requests, demonstrates desire and ability to provide high quality service, solicits customer feedback.
• Initiative:
  Asks for and offers help when needed, includes appropriate people in decision-making.
• Accountability:
  Takes responsibility for own actions, performs work with little or no supervision, works independently, can be relied upon for task completion and follow-up.

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience. Ability to read and comprehend simple instructions, short correspondence, and memos; write simple correspondence; speak English fluently; interpret and perform basic computer and POS system functions.

• Indoor work environment.
• May be exposed to and use of cleaning chemicals throughout the shift.
• Minimal to moderate noise levels consistent with hotel environment.

• Stand more than two‑thirds of the time.
• Walk less than one‑third of the time.
• Sit less than one‑third of the time.
• Lifts up to 15 lbs.
• Pushes or pulls up to 10 lbs.

Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

Resumes and applications for employment will be evaluated based on qualifications and ability to meet the position’s requirements.

Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.