Guest Service Agent

Northland Properties•Irving, TX

11d

About The Position

The Guest Service Agent is the front-line representative and welcoming face of the hotel, responsible for creating a warm and friendly environment and exceeding guest needs. The role includes greeting guests, managing check-in and check-out, responding to inquiries, making reservations, processing payments, and coordinating guest services. The agent also completes shift and property reports, maintains the front desk area and supplies, communicates with other departments, and reports security concerns to the Manager. The employer describes a competitive compensation package, flexible scheduling, personal development, and career growth opportunities. The Sandman Hotel Group is an equal opportunity, affirmative action employer. Applicants must be legally entitled to work in the United States.

Requirements

Completion of a two-year apprenticeship program in front desk operations or hotel management is preferred.
One year of experience as a Hotel Front Desk Clerk is preferred.
Experience in all aspects of customer service and people management.
Strong working knowledge of accounting practices and principles.
Ability to analyze and interpret clients' needs and offer appropriate options, solutions, and resolutions.
Exceptional conflict-resolution, negotiation, and objection-handling skills.
Ability to communicate effectively both verbally and in writing.
High proficiency with Opera/Opera Cloud.
Excellent customer-relations skills.
Time-management skills.
Adaptability to change and ability to handle multiple priorities under pressure.
Eagerness and focus on exceeding guest expectations.
Must be legally entitled to work in the United States.

Nice To Haves

Completion of a two-year apprenticeship program in front desk operations or hotel management.
One year of experience as a Hotel Front Desk Clerk.

Responsibilities

Provide a warm, welcoming, and friendly environment.
Check guests in and out of the hotel.
Assist guests with luggage.
Issue room keys, pamphlets, discount cards, and similar items.
Answer guest questions and arrange transportation.
Respond to telephone, email, and in-person inquiries from clients, business partners, and others.
Book telephone reservations.
Compute bills, collect payments, and make change for guests.
Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with the departing shift.
Print updated in-house, arrival, departure, and room-status reports every two hours.
Check all unresolved departures.
Ensure the front desk is stocked with items guests may require before housekeeping leaves for the day.
Record wake-up call requests on the specified form and enter them on the switchboard.
Complete welcome calls.
Keep the front desk area clean and tidy.
Refer inquiries to the appropriate individuals, divisions, or departments.
Present a positive and professional image of the organization to visitors, suppliers, and others.
Provide staff and/or clients with information about special activities.
Observe and report security issues to the Manager.

Benefits

Competitive compensation package.
Flexible schedule.
Personal development and career growth opportunities.
Team rates and discounts at the company's restaurant brands.
Free parking.
Discounted hotel stays and family-and-friends rates.
Employee events, incentives, and recognition.
Career advancement opportunities.
Dedicated training program.
Employee Assistance Program with free mental-health support and legal and financial counseling.
Referral reward for referring a friend or family member.
Preferred rates for Dallas Stars NHL games.
Group life insurance.
Extended health coverage.
Dental insurance.
Vision care.
Complimentary stays.
Milestone rewards.