Guest Service Agent - Evenings Hotel

GRAHAM HOTEL SYSTEMS INC•Ann Arbor, MI

just now•Onsite

About The Position

The Kensington Hotel is hiring a full-time Guest Service Agent to work our Evening shift. Typical hours are 3:00pm - 11:00pm. This role involves greeting customers, managing the registration process, handling payments, answering phones, assisting with check-outs, and resolving guest complaints. The agent must maintain a professional demeanor, be a team player, and be able to handle stressful situations calmly.

Requirements

Must be 18 years or older
Must have the ability to communicate in English.
Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times.
Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.
Ability to use a calculator to prepare moderately complex mathematical calculations without error.
Ability to effectively deal with customers, with high levels of patience, tact and diplomacy.
Ability to establish and maintain effective working relationships with associates and customers.
Ability to stand and move throughout front office and continuously perform essential job functions.
Ability to access and accurately input information using a moderately complex computer system.
Ability to observe and detect signs of emergency situations.

Responsibilities

Greet customers immediately with a friendly and sincere welcome.
Use a positive and clear speaking voice, listen to and understand requests, and respond with appropriate action.
Complete registration process by inputting & retrieving information from computer, confirming pertinent information.
Promote sales initiatives.
Make appropriate selection of rooms based on guest needs.
Provide welcome folders containing room keys, certificates, coupons, as appropriate.
Verify/swipe credit cards for authorization.
Handle cash, make change and balance an assigned house bank.
Accept and record vouchers, travelers checks, and other forms of payment.
Promptly answer the telephone using positive and clear communication.
Input messages into the computer.
Retrieve messages and communicate with guests.
Retrieve mail/packages.
Close guest accounts at time of check out and ascertain satisfaction.
In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
Field guest complaints, conduct research, develop effective solutions, negotiate results.
Listen and extend assistance.
Remain calm and alert during emergency situations and heavy hotel activity.
Perform any other job related duties as assigned.