Guest Service Agent

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Guest Services Agent

Maintains a positive team environment and is responsible for ensuring compliance of “Count On Me” service standards for all guests. Our agents are to show initiative especially when it comes to anticipating our guest and operational needs.

Essential Job Functions

Responsibilities include, but are not limited to:

1. Responsible for daily operation of guest service shift: Administer daily short-term front and back of house guest service operations; provide proper guest check-in, check-out procedures, analyze reports as required, communicate daily arrivals, departures and room inventory needs; ensure daily check list duties and tasks fully completed with follow up communications; assist with schedule adjustments which result in the satisfaction of all guests, associates and financial requirements.

2. Maintain positive customer and associate relationships Interact with guests and associates, answer inquiries, questions, and resolve possible satisfaction opportunities, assist new associates to resolve guest opportunities.

3. Supports customer service standards: Deliver Count On Me Service ensuring guest satisfaction exceeding expectations; communicate reservation flag information directly enhancing guest requests.

4. Support audit standards: Ensure compliance with Internal Audit, Quality Assurance and Loss Prevention; maintain Regional & Departmental Operating procedures to improve guest satisfaction and quality service scores.

5. Other duties as assigned: Assist Guest Services Management to coordinate and verify guest reservation information; other duties as assigned.

Qualifications

Minimum Requirements and Qualifications

a) Education

High School Diploma, 2 years post- high school education or equivalent experience

b) Training requirements

CPR certified preferred but not required

Fire Life Safety Director (FLSD) Certification preferred (but not required at time of hire) Hotel will enroll all hired GSAs to acquire FLSD Certification which is a requirement for the role

c) Knowledge and skills

Basic understanding of hotel financials

Demonstrated ability to work under pressure

Basic Leadership skills with ability to coach, mentor and train staff

Excellent verbal and written communication skills

Ability to accurately follow instructions, both verbally and written

Excellent hospitality service skills

Detail oriented

d) Technical Skills

Working knowledge of various computer software programs

Basic Working knowledge of Opera PMS Systems

Working knowledge of Company reporting and associate timekeeping systems

Comprehension and literacy for analyzing reports

e) Job experience

1-2 years of hotel, timeshare or hospitality service experience

Job Type: Full-time

Pay: $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person