Job description

Job Summary

The Guest Services Agent is responsible for the guest’s experience at the beginning and end of their stay by performing check-in/out and interaction with guests and the general public by phone and in person.

Essential Duties and Responsibilities

• Provides professional and courteous guest service at all times
• Greets arriving guests
• Answers telephone calls courteously and efficiently
• Responds to inquiries regarding hotel services, guest registration, local shopping, dining, entertainment, and travel directions
• Generates, confirms, cancels, and changes guest reservations
• Keeps records of room availability and guest’s accounts
• Assists arriving and departing guests with luggage
• Computes bills, receives payments, and makes change for guests
• Makes restaurant, transportation, or entertainment reservations for guests
• Promotes any current hotel and franchise marketing programs

Additional Duties

• Assumes manager duties in absence of General Manager
• Transmits and receives messages through telephone, facsimile, and switchboard
• Maintains wake-up call service
• Posts ancillary charges to guest folios (food, room, telephone)
• Maintains clean and neat work and storage space
• Assists with appropriate storage of guest property
• Attends monthly department meeting
• Completes projects as determined by Rooms Operations Manager
• Participates in ongoing education and training of Franchise and Hotel Management Company

Essential Behavior Requirements

• Customer Service: Displays a professional sense of urgency when communicating and interacting with customers, coworkers, and the public in a way that exceeds the customer’s wants and needs. Identifies opportunities to improve and deliver additional value to customer’s experience by presenting creative solutions and innovative ideas.
• Communication: Actively listens to customers, coworkers, and the public (viewing the situation from the customer’s perspective) and works together to solve the problem through effective communication.
• Problem Solving: Ability to recognize and define problems; analyze relevant information; encourage alternative solutions and plans to resolve situations; seeks additional assistance when needed.

• Quality: Work “product or service” is free of errors and exceeds customer expectations. Education or Experience- High school diploma or GED equivalent; no prior experience is required.
• Language Skills- Must have developed language skills to the point to be able to: read and comprehend instructions, safety rules, and memos. Speak clearly, distinctly, and with confidence using appropriate pauses, emphasis, correct English, and punctuation.
• Mathematical Skills- Requires mathematical development sufficient to be able to: add, subtract, multiply, and divide all units of measure.
• Reasoning Ability- Must have developed reasoning skills to be able to: apply common sense and understanding to carry out instructions in written, oral, or diagram form. Ability to professionally deal with problems in standardized situations.

Physical Requirements

• Ability to pass physical exam, drug test, and background check
• Requires walking and standing to a significant degree, reaching, handling, lifting, talking, hearing and seeing
• Lifting up to 50 lbs. maximum with frequent lifting and/or carrying or transporting of objects weighing up to 25 lbs.
• Primarily inside environmental conditions

Job Types: Full-time, Part-time

Pay: $17.00 - $18.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Weekend availability

Education:

• High school or equivalent (Required)

Experience:

• Hotel Experience: 2 years (Required)
• Hilton Brand: 2 years (Preferred)

Work Location: One location

seankuhnke.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, seankuhnke.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, seankuhnke.com is the ideal place to find your next job.