Guest Services Agent / Front Desk

250 Main Hotel•Rockland, ME

1d•Onsite

About The Position

Guest Service Agents are the front desk and reservation staff of the Hotel and are responsible for the critical first impression our guests have of the Hotel as well as their overall experience. Guest Service Agents demonstrate exceptional hospitality in an attentive, friendly, and efficient manner going above-and-beyond to ensure that guest experiences will be worth remembering. Represent the Midcoast of Maine with the 250 Main Hotel Guest Services Team. We’re looking for a fun, outgoing person to join our team to help us create the perfect experience for guests from all over the world.

Requirements

Experience in FOH hospitality.
Experience as front-of-house staff in the high-end service sector.
Strong problem-solving skills and a will-do attitude.
Attention to detail and ability to multitask in an often-busy environment.
Possess working knowledge of multi-line phone systems and other communication systems.
Phone etiquette is a must; listening, speaking clearly, recording information, notes, providing professional phone service.
Knowledge of standard food safety practices.
Must have computer skills and experience using point-of-sale programs, Microsoft Word, Excel, Outlook, database operations, navigating folders, and property management systems.
Must be eligible to work in the United States of America.
Must be at least 18 years of age.
Ability to communicate in English, both orally and written, with guests and employees clearly and professionally.
Ability to understand verbal and written directions, as well as workplace safety signage.
Ability to work under pressure and deal with deadlines and stressful situations.
This position requires standing or sitting for extended periods, frequent computer and phone usage, and the ability to lift 50 pounds.
Physical abilities include but are not limited to repetitive reaching, bending, stooping, and fine manipulation.
High stamina is often needed for maneuvering around an often busy, fast-paced environment.

Responsibilities

Maintain a neat and professional appearance in accordance with property standards.
Responsible for creating a positive for all guests.
Be knowledgeable about the property, amenities, and experiences provided to guests.
Handle all guest reservations via phone and email, process deposits, receipts, and all correspondence with guests.
Serve as concierge, sharing knowledge of the area, suggesting activities and recreation, dining options, and assisting with ground transportation and local driving directions.
Monitor Breakfast including replenishing food, beverages, busing tables, and breaking down of service.
Create rapport with guests and repeat guests.
Engage guests in conversation at the desk and when you encounter them around the property.
Actively listen to and respond positively to guest questions, concerns, and requests.
Anticipate guest service needs.
Proactively approach guests needing service or assistance.
Manage and resolve all guest complaints (and compliments) in a professional and courteous manner, maintaining composure under pressure, allowing guests to speak first and then providing solutions to their issues or concerns.
Follow through to ensure guest satisfaction with the resolution.
Deliver messages, faxes, packages to guests in a timely manner.
Perform light housekeeping duties to ensure that the appearance of front desk and lobby areas is according to property specifications.