Front Desk/Guest Service Agent

Sunridge Hotel Group•Sierra Vista, AZ

1d•Onsite

About The Position

The Front Desk/Guest Service Agent accommodates guests of the hotel by performing various duties. This includes greeting, registering, and assigning rooms to guests, as well as handling confidential guest information with integrity. The agent is responsible for promptly addressing guest requests and complaints, managing cash drawer contents and transactions, and maintaining accurate records such as cash flows and reservation accuracy. Other duties involve answering inquiries about hotel services, assisting with sales and marketing efforts, handling wake-up calls, and recording guest information in the Quore communications system. The role also requires assisting with continental breakfast replenishment, ensuring the cleanliness and organization of the front desk, lobby, and common areas, and performing laundry functions. Direct communication during shift changes and adherence to management directives are essential.

Requirements

Identifies and resolves problems in a timely manner
Responds promptly to customer needs
Responds to requests for service and assistance
Contributes to building a positive team spirit
Shows respect and sensitivity for cultural differences
Promotes a harassment-free environment
Follows policies and procedures including but not limited to, dress code policies
Able to deal with frequent change, delays, or unexpected events
Is consistently at work and on time
Follows instructions, responds to management direction
Completes tasks on time or notifies appropriate person with an alternate plan
Asks for and offers help when needed
Prioritizes and plans work activities
Uses time efficiently
Treats others with respect and consideration regardless of their status or position
Demonstrates accuracy and thoroughness
Applies feedback to improve performance
Monitors own work to ensure quality
Meets productivity standards
Completes work in timely manner
Observes safety and security procedures
Reports potentially unsafe conditions
Uses equipment and materials properly
Less than high school diploma; or 1-3 months related experience and/or training; or equivalent combination of education and experience
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Ability to write routine reports and correspondence
Ability to speak effectively before groups of customers or employees of organization
Ability to add, subtract, multiply, and divide in all units of measure
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
Ability to deal with problems involving several concrete variables in standardized situations
Some computer skills needed

Responsibilities

Greets, registers, and assigns rooms to guests
Handles confidential information, including guest records, with a high degree of integrity
Promptly and effectively deals with guest requests and complaints
Answers and routes calls as appropriate; takes guest messages with accuracy
Responsible for cash drawer contents and transactions during shift
Maintains accurate records including cash flows, Bonvoy Accounts reservation accuracy and property walks
Answers inquires pertaining to hotel services; registration of guests; and travel directions
Assists with sales and marketing efforts as directed by the General Manager
Offers and properly handles requests for wake-up calls
Records pertinent guest information in the Quore communications
May assist in replenishing continental breakfast as needed and keeps area clean
Makes sure front desk, lobby and common areas are clean and organized
Performs laundry functions as directed
Directly communicates at shift change
Follows direction of all management
All other duties as assigned