Guest Service Agent

Overview

City, State:
Pullman, Washington.
Pay Rate: $17.13 per hour.

• Operate the front desk according to standard operating procedures and with exceptional guest service.
• Operate with accuracy the reservation system, check‑in and check‑out system, and credit card system, following all safety and security procedures.
• Check registration (folio) cards for completeness, accuracy, and legibility.
• Maintain accurate cash sheet and be responsible for cash drawer balancing.
• Operate the switchboard and disperse calls as required by your shift.
• Take guest messages and faxes with accuracy, always noting the date and time of message; repeat message back to caller to assure accuracy.
• Use message light to alert guests that they have a message waiting.
• Know emergency procedures and how to respond; never say a guest’s room number out loud.
• Be knowledgeable of hotel promotions, room rates, and room amenities to inform guests.
• Know the building’s physical layout and nearby shopping, convenience stores, and gas stations.
• Complete daily reports, audits, and correspondence as required by your shift.
• Keep lobby and office areas clean at all times.
• 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 area if leaving the front desk, even if for a moment.
• Create incident reports for guest injuries/issues when required.
• Answer all calls within three (3) rings, using a scripted manner.
• Take and record reservations with accuracy 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, complying with the dress code.
• Perform any other duties as requested by supervisor.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of the position.

• Demonstrate a high quality of work: accuracy, thoroughness, and monitoring to ensure quality.
• Meet or exceed productivity standards; produce adequate volume of work efficiently.
• Provide excellent customer service skills: respond to requests, provide high quality service, solicit feedback to improve service.
• Demonstrate initiative: ask for and offer help when needed; include appropriate people in decision‑making.
• Demonstrate accountability for job performance: take responsibility, work independently, and complete tasks with little or no supervision.

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 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; lift up to 15 pounds; push or pull up to 10 pounds.

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 are conducted without discrimination. Reasonable accommodations will be made for disabled team members.

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.