Guest Service Agent - Armstrong Hotel

CCCs HoldCo LLC•Fort Collins, CO

About The Position

As a Front Desk/Guest Services Agent, you are responsible for participating in all aspects of the Front Desk operations and providing excellent customer service. You must maintain high standards in all aspects of internal and external service and embrace the Crystal Creek Hospitality service culture. You will work with the Front Desk, Concierge and Guest Experience teams. You must ensure you maximize the guest experience by achieving all service standards, maintaining consistent quality of service, exceeding expectations and efficiently completing departmental objectives.

Requirements

Minimum of one-year front desk or customer service experience, preferable with OPERA systems
Strong background of customer service experience
Possess excellent computer, verbal and written communication skills
Proven track record resolving guest problems and expediting solutions
Understand daily hotel operations and systems
Must read, write and speak the English language effectively
Possess complex math skills
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
Ability to work independently, with little to no supervision, use time efficiently and multi-task
Be an active team player and ability to collaborate across teams

Responsibilities

Follow safety and emergency guidelines, policies and procedures
Prioritize and accurately complete essential functions, including but not limited to: reservations, check-ins, check-outs, upgrades, room moves, billing, cash and credit card transactions, operating the switchboard, coordinate delivery of guest requests, deliver safe deposit boxes, and guest follow-up
Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hotel Marketing programs, for arriving guests. Ensures guest knows location of room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest
Ensure all Crystal Creek Hospitality and Brand and service standards are met and adhered to.
Remain calm and alert, and resolve guest complaints within guidelines. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the L.E.A.R.N. model
Promptly answers the telephone and email inquiries from internal and external communication streams. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested
Monitor guest accounts and room inventory
Ensure rooms and services are correctly accounted for within guest statement and assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment
Be proficient using Property Management Systems (OPERA) and other pertinent software as assigned (MGS & GXP)
Complete all assigned checklists and shift reports accurately
Complete all operations of lost and found, including inputting items into database, guest outreach, and shipping of guest items
Maintain a professional appearance and attitude at all times. Follow the dress code and uniform standards. Demonstrate positive body language and posture
Maintain house bank and operate cash register without error
Be educated and familiar with local and area recreational activities and services, dining, and cultural activities and attractions. Provide recommendations to guests
Be aligned with the culture, values, goals and human resource programs of the Crystal Creek Hospitality
Follow all best practices, policies and procedures for Front Desk Team
Maintain a clean, neat and organized workstation and lobby area
Complete miscellaneous tasks as assigned, assist in other departments when needed