Guest Service Agent

AC Hotel Salt Lake City Downtown•Salt Lake City, UT

About The Position

The Guest Service Agent participates in all aspects of Front Desk operations and provides excellent customer service. The role works with the Front Desk, Concierge, and Guest Experience teams to maximize the guest experience by meeting service standards, maintaining consistent quality, exceeding expectations, and efficiently completing departmental objectives. The agent must uphold Crystal Creek Hospitality’s service culture and standards and maintain high levels of internal and external service. The position reports to the Front Desk Manager/Assistant General Manager and has no direct reports. Key relationships include hotel employees and leadership, hotel and restaurant guests, vendors, and suppliers. The employee may also assist other departments and perform other job-related duties as assigned.

Requirements

At least one year of front desk or customer service experience; OPERA systems experience is preferred.
Strong customer service background.
Excellent computer, verbal, and written communication skills.
Proven ability to resolve guest problems and expedite solutions.
Understanding of daily hotel operations and systems.
Ability to read, write, and speak English effectively.
Complex math skills.
Ability to deal effectively with internal and external customers, including using 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 multitask.
Active team player with the ability to collaborate across teams.

Nice To Haves

Experience with OPERA systems.

Responsibilities

Follow safety and emergency guidelines, policies, and procedures.
Complete Front Desk functions such as reservations, check-ins, check-outs, upgrades, room moves, billing, cash and credit card transactions, switchboard operation, guest-request coordination, safe deposit box delivery, and guest follow-up.
Greet guests promptly and warmly, listen to requests, provide accurate information, and respond appropriately.
Complete guest registration using computer systems, confirm guest and room-rate information, select rooms according to guest needs, code electronic keys, explain room location, provide welcome materials, and promote and administer hotel marketing programs.
Meet Crystal Creek Hospitality, brand, and service standards.
Remain calm and alert when resolving guest complaints within guidelines, represent and promote the hotel positively, and follow the L.E.A.R.N. model.
Answer telephone and email inquiries, enter messages into the computer, inform associates of special guest needs, deliver messages to guests, and retrieve mail, packages, facsimiles, and other requested items.
Monitor guest accounts and room inventory.
Ensure room and service charges are correctly reflected on guest statements and assist with checkout payments and charges; accept and record vouchers, credit, traveler’s checks, and other payment forms.
Use OPERA Property Management Systems and other assigned software, including MGS and GXP.
Complete assigned checklists and shift reports accurately.
Manage lost-and-found operations, including database entry, guest outreach, and shipping guest items.
Maintain a professional appearance and attitude, comply with dress and uniform standards, and demonstrate positive body language and posture.
Maintain the house bank and operate the cash register without error.
Maintain familiarity with local recreational activities, services, dining, cultural activities, and attractions, and provide guest recommendations.
Support Crystal Creek Hospitality’s culture, values, goals, and human resource programs, and follow Front Desk best practices, policies, and procedures.
Keep the workstation and lobby clean, neat, and organized.
Complete miscellaneous assigned tasks and assist other departments when needed.