Guest Services Agent (PBX)

Peregrine Hospitality•San Diego, CA

10d•$22•Onsite

About The Position

As the pivotal role in our Front Office, the Guest Service Agent embodies excellence in hospitality. With a keen focus on surpassing guest expectations, they orchestrate seamless stays, serving as the primary point of contact via phone and in-person interactions. From personalized assistance to efficient handling of registrations, checkouts, and billing, they ensure every guest’s experience is nothing short of exceptional. Join our team and be the architect of unforgettable memories for our cherished guests. Strong communication, and the ability to work in a fast-paced environment are crucial for this role. The hourly rate for this position is $22.30

Requirements

Minimum 1 year experience in hotels, banquets, or events.
High School Diploma or equivalent education required.
Understand the mission, vision, and goals of the hotel.
Must be able to prioritize and work efficiently with limited supervision.
Requires effective communication skills, both verbal and written with the ability to upsell guests into rooms that fit their needs.
Must possess basic computer skills.
Strong attention to detail and the ability to handle multiple tasks simultaneously.
General knowledge of the city where the hotel is located and its attractions.
Extensive knowledge of the hotel, its services, and facilities.
Ability to handle cash and balance cash drawer required.
Strong team player, able to partner with management and other employees professionally.
Will be required to work flexible scheduled shifts based on business needs.
Scheduling includes holidays, nights, and weekends depending on hotel events and functions.

Responsibilities

Maintains a professional attitude towards customers and employees and continuously is aware that a phone. conversation is the first impression most people have of the hotel.
Answers all incoming calls and routes them accordingly and does so in a timely, professional, and polite manner.
Answer all guest questions accurately and resolve problems promptly ensuring guest satisfaction.
Monitor GXP throughout the shift for customer care cases, guest chats, and work orders.
Place orders for the fresh bites program.
Ensures total guest satisfaction.
Accept payment for guests’ accounts both at the time of registration and at checkout.
Post miscellaneous charges as requested.
Book reservations for those guests who approach the Front Desk.
Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows the location of room and/or has a bell person accompany him/her.
Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted for, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change, and processing gift certificates and cards.
Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area, and other general product knowledge and answer guest questions and inquiries.
Field guest complaints, conduct research, and resolve and negotiate solutions for guest satisfaction.
Carries out supervisor requests in accordance with hotel policies and standard operating procedures.
Follow 4 Keys service standards, standard operation procedures, and safety standards.
Follow all appropriate policies and procedures while constantly striving to improve all standards of operations.
Follow safety and security procedures.
Adhere to attendance and reliability standards.
Additional guest services duties as assigned by management.
Follow all additional duties as assigned by management.
All duties and requirements stated are essential job functions.
This description is not an exclusive or exhaustive list of all functions that an associate in the position may be asked to perform.
This does not create an employee contract, express implied, or otherwise, and does not alter the “at will” employment relationship of the employer or employee.
Management reserves the right to change, modify and/or alter any of the duties listed to meet business needs.