Guest Service Agent Full Time

Pyramid Global Hospitality•Hanover, PA

About The Position

At the Hanover Inn Dartmouth, we pride ourselves on being a great place to work! With its Historic New England charm and farm to table restaurant, you can’t miss the opportunity to be part of a growing team! What sets us apart? Our culture, full benefit plans, including 401k with a company match, and high starting wages with shift differential pay and increase after 90 days! We are looking for talented people who have a genuine passion for service. Our Core Values involve personal development, people, and a desire for wanting them to succeed. We believe each member of our team has a key part to play in our delivery of outstanding service and memorable experiences for each guest. We want a hotel that people want to come to, not through. Find out today what a career with Pyramid Global Hospitality at the Hanover Inn Dartmouth can mean for you! We are looking for a Guest Service Agent to join our family who is passionate about customer service and ensuring our guests are having a wonderful experience. We are looking for a dedicated, hard-working person who is driven by making a difference! PYRAMID GLOBAL HOSPITALITY® is a trailblazer in the development, management, marketing and owner‐advisory services of resorts, hotels, conference centers and exclusive private clubs. PYRAMID’S distinguished and proven reputation is deeply‐rooted in core values that are focused and aligned with a people-first mentality. The company leadership and valued associates are passionately committed to delivering the industry’s most authentic, enchanted, soulful, vibrant, unrivaled and memory‐making experience. PYRAMID’S progressive “Be The Difference” culture and values are a cornerstone to the company’s nearly 40 years of extraordinary achievement and prosperity. Many properties have been recognized with prestigious national and international awards.

Requirements

We are looking for talented people who have a genuine passion for service.
We are looking for a Guest Service Agent to join our family who is passionate about customer service and ensuring our guests are having a wonderful experience.
We are looking for a dedicated, hard-working person who is driven by making a difference!

Responsibilities

Greet 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 as outlet hours and local attractions.
Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate.
Promote Hotel's marketing programs.
Make appropriate selection of rooms based on guest needs.
Code electronic keys.
Non-verbally confirm the room number and rate.
Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
Requires continual standing and movement throughout front office area.
Verify and imprint credit cards for authorization using electronic acceptance methods.
Handle cash, make change and balance an assigned house bank.
Accept and record vouchers, travellers checks, and other forms of payment.
Convert foreign currency at current posted rates.
Perform accurate, moderately complex arithmetic functions using a calculator.
Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear English communication.
Input messages into the computer.
Retrieve messages and communicate the content to the guest.
Retrieve mail, small packages and facsimiles for customers as requested.
Close guest accounts at time of check out and ascertain satisfaction.
In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
Field guest complaints, conducting through research to develop the most effective solutions and negotiate results.
Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
Take ownership of guests challenges and follow through to ensure guest satisfaction.
Remain calm and alert especially during emergency situations and heavy hotel activity.
Plan and implement detailed steps by using experienced judgement and discretion.