Guest Service Agent

MKM Hotels•Hillsboro, OR

11h•Onsite

About The Position

Seeking an engaging, hospitable professional to join our growing team as a Front Desk Agent at Staybridge Suites Orenco Station in Hillsboro! AM (7a-3p) and PM (3p-11p) shifts available with on-the-job training. Front Desk Agents are responsible for greeting and registering guests, providing outstanding guest service during their stay, and settling guest accounts upon completion of their stay. Primary responsibilities include registering guests, making and modifying reservations, hotel operator duties, and concierge services. This role requires providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy.

Requirements

High School diploma or equivalent required; college coursework in a related field is preferred.
Previous hotel, hospitality, customer service, or related experience preferred.
Possess a positive and upbeat personality with a desire to deliver outstanding customer service to guests.
Demonstrate the ability to multitask, remain detail-oriented, and effectively solve problems while interacting with internal and external customers.
Must be able to convey information and ideas clearly and professionally.
Must be able to evaluate and select among alternative courses of action quickly and accurately.
Must work well in stressful, fast-paced environments.
Must be effective in handling workplace challenges, including anticipating, preventing, identifying, and resolving problems as necessary.
Must be effective at listening to, understanding, and clarifying issues raised by coworkers and guests.
Must be able to work with financial information and data and perform basic arithmetic functions.
Ability to perform numerical operations including counting, adding, subtracting, multiplying, and dividing.
Ability to read, comprehend, and write simple instructions, correspondence, and memos.
Ability to use logic and critical thinking to define problems, collect information, establish facts, draw valid conclusions, interpret information, and address unique or unfamiliar situations.
Working knowledge of Microsoft Office Suite and hotel management systems preferred.
Must be willing and able to work a flexible schedule, including evenings, nights, weekends, and holidays.
Understanding of hotel operations, products, and guest services.
Ability to contribute to and support a positive, team-oriented work environment.

Nice To Haves

college coursework in a related field is preferred.
Previous hotel, hospitality, customer service, or related experience preferred.
Working knowledge of Microsoft Office Suite and hotel management systems preferred.

Responsibilities

Approach all encounters with guests and associates in a friendly, service-oriented manner.
Maintain high standards of personal appearance and grooming, including wearing the proper uniform and name tag when working (per brand standards).
Maintain regular attendance in compliance with Dekha Prosperity, LLC standards, as required by scheduling, which will vary according to the needs of the hotel.
Always comply with Dekha Prosperity, LLC policies, standards, and regulations to encourage safe and efficient hotel operations.
Greet and welcome all guests approaching the Front Desk in accordance with brand standards; always maintain a friendly and warm demeanor.
Maintain proper operation of the telephone system and ensure that all brand performance standards are met.
Handle requests for information, mail, and messages in an efficient and courteous manner.
Answer guest inquiries about hotel services, facilities, and hours of operation.
Answer inquiries from guests regarding restaurants, transportation, entertainment, and local attractions.
Establish and maintain good communication and teamwork with fellow associates and other departments within the hotel.
Be aware of all rates, packages, and special promotions; be familiar with all in-house groups; and be aware of closed-out and restricted dates.
Obtain all necessary information when taking room reservations and follow rate-quoting procedures.
Be familiar with all Dekha Prosperity, LLC policies and house rules as well as hospitality terminology.
Have knowledge of and assist in emergency procedures as required.
Handle check-ins and check-outs in a friendly, efficient, and courteous manner.
Fully comprehend and operate all relevant aspects of the Front Desk computer system.
Ensure logging and delivery of packages, mail, and messages as needed to guests and meeting rooms.
Always use proper two-way radio etiquette when communicating with other associates.
As needed, deliver guest items such as luggage, newspapers, messages, packages, amenities, or other items requested by guests or team members.
Maintain an up-to-date working knowledge of all property amenities, special events, local area attractions, and things to do around the hotel.
Perform other duties as assigned, including helping coworkers in other areas of the hotel and maintaining a clean, organized, and safe work environment throughout the hotel and grounds.