Guest Service Agent

City, State:
Pullman, Washington

Pay Rate: $17.13 per hour

The purpose of a GUEST SERVICE AGENT is to serve as the primary contact for all guests throughout their stay and effectively and efficiently check guests in and out of the hotel.

• Operate the front desk according to standard operating procedures and provide exceptional guest service.
• Accurately operate 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 an accurate cash sheet and balance the cash drawer.
• Operate the switchboard and disperse calls as required by your shift.
• Take guest messages and faxes accurately, noting the date and time, and repeat the message back to assure accuracy.
• Use the message light to alert guests of a pending message.
• 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 makeup, including the exterior, interior, and locations of nearby shopping, convenience stores, and gas stations.
• Complete daily reports, audits, and other correspondences as required by your shift.
• Keep the lobby and office area clean at all times.
• Set wake‑up calls as dictated by your shift.
• Prepare the room status sheet for housekeeping and update housekeeping on rooms available to clean when guests check out or leave for the day.
• Take and confirm credit cards for validity and acceptability.
• Lock and secure the area when leaving the front desk, even for a moment.
• Create incident reports for guest injuries or issues when required.
• Answer all calls within three rings in a scripted manner.
• Take and record reservations accurately and confirm as requested.
• Resolve guest complaints.
• Maintain regular attendance, consistent punctuality, and compliance with prescribed work, break, and meal periods.
• Maintain high standards of personal appearance and grooming, including compliance with the dress code.
• Perform any other duties as requested by supervisor.
• Respond to reasonable accommodations for qualified individuals with disabilities to perform essential duties.

• High Quality of Work: Demonstrates accuracy, thoroughness, and self‑monitoring to ensure quality; provides the best possible service.
• Productivity Standards: Meets or exceeds productivity standards and produces adequate volume of work efficiently.
• Customer Service
  
  Skills:
  
  Responds to requests, provides high‑quality service to internal and external customers, and solicits feedback to improve service.
• Initiative: Asks for and offers help when needed; includes appropriate people in decision‑making.
• Accountability: Takes responsibility for own actions; works independently with little or no supervision; reliable for task completion and follow‑up.

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

• Indoor environment.
• May be exposed to cleaning chemicals during the shift.
• Consistent with a moderate hotel noise level.

• 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 lbs.
• Push or pull 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 will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

• Medical, dental, and vision coverage.
• Paid time off (PTO).
• 401(k) matching.
• Wellness support.
• Life and disability coverage.
• Savings accounts.
• Tuition aid.
• Travel and lodging perks.

This position will no longer be available 30 days from: .