Guest Service Agent (Seasonal)

Turner Enterprises Inc.•Raton, NM

4d•Onsite

About The Position

As a Guest Service Agent, you will be the first point of contact for guests and play a crucial role in providing extraordinary service and creating memorable experiences for our guests from arrival to departure. You will also be responsible for ensuring a smooth, well-coordinated check-in/out process which includes greeting guests upon arrival, assisting with luggage, conducting room/property tours, performing credit card verifications, processing folio adjustments, collecting payments, and coordinating departure schedules. You will assist with guest inquiries, requests and reservations, both in person and over the phone. You will ensure guests’ expectations are met by anticipating guests’ needs and coordinating with other departments to fulfill guest requests. You will schedule guest wake-up calls as needed, prepare and verify the accuracy of the daily status sheet, and prepare and deliver boxed-lunch cards for guest arrivals. You will schedule and verify in-house guest activities, spa appointments, meal reservations, and activity tours/excursions. You will handle guest feedback and resolve complaints promptly and professionally. You will perform room inspections and place guest welcome notes and itineraries in rooms. You will handle company store sales as necessary. You will ensure the accuracy of guest folios by verifying spa, guide, retail and room charges. You will assist in maintaining accurate records and accounts, including processing payments and maintaining guest accounts, recording cash tips, handing the cash drawer during shifts, and dropping cash/checks into the safe at night. You will uphold the standard of cleanliness and maintenance of the front desk, lobby, entrance, and lounge. You will promote and upsell Reserve amenities, packages, and special offers to enhance the guest experience and increase revenue. All other duties as assigned. This is not a management or supervisory position.

Requirements

High school diploma or general education degree (GED).
Excellent communication skills, both verbal and written.
Strong interpersonal skills with the ability to build rapport and provide exceptional service to guests.
Flexibility to work various shifts, including weekends and holidays.
You’ll need to present documentation establishing both identity and employment authorization within three days of hire pursuant to federal law.

Nice To Haves

Education in hospitality or related field
Experience working in a luxury hospitality
Proficiency in computer systems and hotel management software

Responsibilities

Ensuring a smooth, well-coordinated check-in/out process which includes greeting guests upon arrival, assisting with luggage, conducting room/property tours, performing credit card verifications, processing folio adjustments, collecting payments, and coordinating departure schedules.
Assisting with guest inquiries, requests and reservations, both in person and over the phone.
Ensuring guests’ expectations are met by anticipating guests’ needs and coordinating with other departments to fulfill guest requests.
Scheduling guest wake-up calls as needed.
Preparing and verifying the accuracy of the daily status sheet.
Preparing and delivering boxed-lunch cards for guest arrivals.
Scheduling and verifying in-house guest activities, spa appointments, meal reservations, and activity tours/excursions.
Handling guest feedback and resolve complaints promptly and professionally.
Performing room inspections and placing guest welcome notes and itineraries in rooms.
Handling company store sales as necessary.
Ensuring the accuracy of guest folios by verifying spa, guide, retail and room charges.
Assisting in maintaining accurate records and accounts, including processing payments and maintaining guest accounts, recording cash tips, handing the cash drawer during shifts, and dropping cash/checks into the safe at night.
Upholding the standard of cleanliness and maintenance of the front desk, lobby, entrance, and lounge.
Promoting and upselling Reserve amenities, packages, and special offers to enhance the guest experience and increase revenue.
All other duties as assigned.