Hotel Guest Service Agent

Description

The Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. This is not limited to interactions at the front desk, or in rooms and may include other areas of the venue (venue space, lobby bar, etc.).

• Greet and welcome all Switch House guests in accordance with Cescaphe Event Group Standards.
• Provides information regarding area, including directions, attractions, shopping, nightlife, or recreational opportunities.
• Answer guest inquiries about hotel services, facilities, venue and hours of operation in a timely manner. If unsure of correct answer, inquiries are directed to Operations Manager or Ops Director.
• Arranges sightseeing and other tours.
• Acquires tickets to special events or makes reservations for clients at a variety of venues, including for dinner, recreation times (e.g., golf or tennis), or spa treatments.
• Runs appropriate errands for guests and picks up or delivers a variety of items.
• Provides a variety of business services such as shipping packages and assisting with printing needs.
• Receives, stores, and/or delivers mail and luggage.
• Acquires daily care items such as toiletries, for guests and patrons.
• Plans and schedules special events, parties, or meetings.
• Fulfills unusual requests such as arranging for adventure experiences such as hot air balloon rides, coordinating special moments for guests, and searching for hard-to-find items.
• Arranges for interpreters or translators when needed.
• Develops and maintains service relationships to fulfill the needs of patrons, customers, guests, or employees.
• Performs other related duties as assigned.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages and special promotions.
• Be familiar with all in-house groups and events.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Effectively communicates both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Actively listens to, understanding, and clarifying concerns raised by employees and guests.
• Multitask and prioritizes departmental functions to meet deadlines.
• Responsible for handling all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attends all hotel required meetings and trainings.
• Maintains regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintains high standards of personal appearance, hygiene and grooming, which includes wearing the proper uniform and nametag.
• Complies with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximizes efforts towards productivity, identify problem areas and assist in implementing solutions.
• Accountable for handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• May be required to cross-train in other areas related to the venue.
• Maintains confidentiality of information.
• Responsible for showing initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.

Qualifications

MINIMIUM REQUIREMENTS

• High School Diploma or GED required. College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office Suite or related software.
• Excellent problem-solving and critical thinking skills.
• Must have a positive attitude with the ability to remain flexible and patient.
• Excellent organizational and multitasking skills.
• Excellent administrative skills.

Salary : $17 - $19