Courtyard - Residence Inn Grandview Front Desk Agent

Springhill Suites Colonnade • Birmingham, AL

1d • Onsite

About The Position

GSAs ensure appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner. Candidates must be able to work a flexible schedule including but not limited to: evening, weekends, and holidays. Candidate must possess excellent customer service skills and effective written and oral communication skills, also a working knowledge of computers and facsimile machines. Candidate should have the ability to multi-task and the ability to handle stressful situations. Must be flexible to work in various capacities, which include PBX, Concierge, and Front Desk.

Requirements

• Experience in Front Office, PBX, and Concierge preferred.
• Candidates must be able to work a flexible schedule including but not limited to: evening, weekends, and holidays.
• Candidate must possess excellent customer service skills and effective written and oral communication skills.
• Working knowledge of computers and facsimile machines.
• Ability to multi-task.
• Ability to handle stressful situations.
• Must be flexible to work in various capacities, which include PBX, Concierge, and Front Desk.
• Preferably 1 year’s experience in customer service, hotel, food and beverage restaurant administrative, human resources, legal, educational, training, financial, or business related field.
• Proficiency in: Microsoft Word, Excel, Powerpoint.
• Proficiency in: Data entry, Database management systems.
• Uses proper telephone etiquette.
• Be flexible and willing to perform other tasks as necessary or requested.
• Wear hotel GSA uniform in compliance with hotel standards.
• Requires finger dexterity, grasping, writing, standing for long periods, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds.
• Able to stand, sit, and walk, for more than 4 hours.
• Background screening for previous criminal history.
• Employment may be contingent upon at least 80% score on test on hotel’s reservations system (PMS) after training.
• At least a high school diploma or G.E.D.

Nice To Haves

• Experience in Front Office, PBX, and Concierge preferred.
• Mathematical; statistical.
• Speaks in guests’ preferred language.
• Creativity.
• Organizational.
• Administrative.
• Sales.
• Curious about the world and people.

Responsibilities

• Determines a guest's reservation status and identifies how long the guest will stay.
• Helps guests complete registration and then assigns rooms accommodating special requests whenever possible.
• Verifies the guest's method of payment and follows established credit-checking procedures.
• Posts guest and room information in the PMS, and communicates this information to the appropriate hotel personnel.
• Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work.
• Must be sales-minded; uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Presents options and alternatives to guests and offers assistance in making choices.
• Knows the location and types of available rooms as well as the activities and services of the property.
• Assists in pre-registration and blocking of rooms for reservations.
• Thoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and procedures.
• Knows room locations, types of rooms available, and room rates.
• Understands room status and room status tracking.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
• Takes same day reservations and future reservations when necessary.
• Knows cancellation procedures.
• Generates secure room cards.
• Knows how to use front office equipment.
• Posts Suite Shop purchases to guest folios.
• Posts and files all charges to guest, master, and city ledger accounts.
• Follows procedures for issuing and closing safe deposit boxes.
• Uses proper mail, package, and message handling procedures.
• Reads and initials the pass-on log and bulletin board daily.
• Is aware of daily activities and meetings taking place in the hotel.
• Attends department meetings.
• Coordinates guestroom maintenance work with the engineering and maintenance division.
• Reports any unusual occurrences or request to the manager or assistant manager.
• Knows all safety and emergency procedures.
• Is aware of accident prevention policies.
• Maintains the cleanliness and neatness of the front desk area.
• Understands that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
• Serve as concierge (may make restaurant reservations, provide directions, recommend area attractions, etc.).
• Engage every guest in conversation and recognition.
• Resolve any guest issue immediately.
• Promote the hotel by demonstrating a high level of positive attitude and energy to serve our guests.
• Represents the hotel to the guest throughout all stages of the guest's stay.
• Embraces and respects diversity and multicultural environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED