Guest Services Agent ("Agente de Servicio al Cliente")

Azul Hospitality • Detroit, MI

94d

About The Position

The position involves performing a combination of duties related mainly to guest needs, including registration, checkout, and cashiering, thereby contributing to an overall pleasant and positive guest experience.

Requirements

• High school or equivalent education required.
• Experience in the hospitality industry preferred.
• Experience in a front desk or customer service role preferred.
• Must be able to speak, read, write, and understand the primary language used in the workplace.
• Requires good communication skills, verbal, written and electronic.
• Considerable knowledge of complex mathematical calculations and computer programs.
• Must have excellent leadership capability and customer relations skills.
• Must be detail oriented with outstanding organizational and communication skills.
• Must possess basic computer skills and computational ability.
• Ability to effectively deal with internal and external customers.
• Knowledgeable about basic function of Windows OS, MS Office, PMS, PBX, Key system and POS.
• Self-driven and able to work independently.
• Exceptionally strong in issue resolution and proven analytical skills with a strong attention to detail.

Responsibilities

• Greet and welcome guests upon arrival.
• Execute the registration and checkout process at the front desk.
• Accept payment for guests accounts both at the time of registration and at checkout.
• Maintain a house bank and make a deposit and accurate reports of receipts daily.
• Cash checks and exchange currency for guests.
• Accurately handle cash transactions and balance a cash drawer to the given amount.
• Acknowledge rewards members and returning guests.
• Take and manage guest bookings, up-selling opportunities and informing them about ways to improve their stay.
• Handle cash and credit transactions.
• Review current day's arrival reports and check all special request reservations.
• Attend all scheduled training, departmental and hotel meetings.
• Ensure awareness of special promotions, daily activities, arriving VIPs, Group/Conferences in house, special requests, and scheduled shuttles.
• Practice safe work habits and ensure safe work practices to avoid injury to self and others.
• Ensure all privacy and security protocols are followed.
• Answer all calls promptly and correctly transfer calls to appropriate departments.
• Confer and cooperate with other departments to ensure coordination of guest needs.
• Log all guest requests and room defects in the appropriate system.
• Follow up with guests after the completion of requests and repairs.
• Answer inquiries pertaining to hotel policies, services, registration, shopping, dining, entertainment, and travel directions.
• Maintain an extensive knowledge of the hotel, its services, and facilities.
• Maintain lobby cleanliness and organization.
• Assist in booking reservations.
• Assist with handling mail, packages, facsimiles, and guest items.
• Perform other duties as assigned by manager or supervisor.

What This Job Offers

• Job Type: Part-time
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees