Guest Services Agent

City, State:
Westminster, Colorado
Pay: $18.50/hr

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 with exceptional guest service.
• Operate with accuracy the reservation system, check‑in and checkout 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 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 tell 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 amenities.
• Know the physical makeup of building – exterior and interior, and nearest shopping, convenience store and gas station.
• Complete daily reports, audits and correspondences as required by your shift.
• Keep lobby and office area 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 rings; all calls are to be answered in 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, including compliance with the dress code.
• Perform any other duties as requested by supervisor.

• Demonstrates a high quality of work – accuracy, thoroughness and monitoring own work for quality.
• Meets or exceeds productivity standards; produces adequate volume of work efficiently.
• Excellent customer service skills – responds to requests, provides high‑quality service, 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 in task completion and follow‑up.

One year certificate from college or technical school; or three to six months related experience and/or training; or an 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.
• 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, including recruitment, hiring, 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 will be evaluated based on qualifications and the ability to meet the position’s requirements.

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