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Guest Services Agent
Ramada by Wyndham Jacksonville I-95 by Butler Blvd - Jacksonville, FL
posted 26 days ago
About the position
The Guest Services Agent at Ramada by Wyndham Jacksonville I-95 is responsible for ensuring outstanding customer service at the front desk and lobby area. This role involves managing guest check-ins and check-outs, processing payments, and providing information about hotel amenities and local attractions. The agent also acts as Manager-on-Duty in the absence of the General Manager, overseeing staff and prioritizing tasks to maintain high service standards.
Responsibilities
- Directs and controls activities in the lobby and front desk area to ensure outstanding customer service.
- Acts as Manager-on-Duty in the absence of the General Manager.
- Greets guests and assists with check-ins and check-outs.
- Registers and assigns rooms, issues room keys/cards, and processes guest payments.
- Inspects guest rooms and public spaces to ensure compliance with Brand Standards.
- Responds to emergency situations in a timely manner.
- Organizes and conducts all guest check-ins/check-outs, room reservations, requests, changes, and cancellations.
- Secures payment and verifies billing for guests.
- Provides leadership and ongoing training to the team.
- Maintains records of room availability and guests' accounts.
- Responds to guest comments or complaints, referring to the General Manager as necessary.
Requirements
- High school diploma or equivalent; college degree preferred.
- 2-5 years of prior guest service experience in a hotel preferred.
- Good people skills for dealing with both staff and guests.
- Computer skills, including proficiency in Microsoft Office Suite and Hotel PMS system.
- Ability to handle multiple projects and meet deadlines under pressure.
- Strong organizational and time management skills.
Nice-to-haves
- Experience in conflict management and mediation.
- Knowledge of hotel policies concerning room rates and discounts.
Benefits
- Competitive hourly wage of $14 - $16.
- Full-time employment with potential for career advancement.
