Guest Services Agent

Scope of Position:
Operate the functional areas of guest registration, bell services, telephone services, and guest reservations to ensure guest satisfaction and maximize hotel profitability.

• The major responsibility is to operate the functional areas of guest services, i.e., resolving guest complaints to the satisfaction of the guest; responding promptly to any guest request for service, using the hotel’s computer system for reservations, scheduling, or other guest related services, and answering the hotel telephones courteously and efficiently.
• Maintains a “can do” and a “guests first” attitude at all times.
• Works as a member of the overall hotel team to ensure that each guest has an experience that exceeds their expectations
• Attends scheduled training sessions within the hotel as dictated by the brand and the hotel management.
• Ensures adherence to procedures for guest and associate security and emergency procedures as established.
• Abides by established procedures for hotel accounting, credit control, handling of financial transactions, and security of monies.

• Previous hotel Guest Service experience strongly encouraged.
• Must be willing to work a variety of AM/PM/overnight, weekend and holiday shifts
• Requires strong command of the English
  language to include speaking, reading and writing Bilingual a plus.
• Requires strong organizational skills.
• Must be able to multi-task and work independently.
• Able be able to be on your feet/stand for long periods of time.
• Excellent people skills, listening skills, and an energetic personality.
• Meet/exceed customer and team expectations; a true
  desire to satisfy the needs of others in a fast paced environment
• Must possess basic computer skills, i.e.,
  Microsoft Word and Excel, Internet Explorer, etc.
• Cash handling experience strongly desired.
• Able to lift, pull, or carry items weighing approximately 50 pounds

Education/

Experience:

High School Diploma or Equivalent

Skills:

Interpersonal
skills, Computer aptitude, Communication, Organizational, and Customer service
orientation