Guest Services Agent PM Shift

Residence Inn Denver Tech Center • Greenwood Village, CO

2d • Onsite

About The Position

The Guest Service Agent provides attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. The role supports front desk operations, guest inquiries and requests, reservations, cash and credit procedures, shift reporting, and hotel standards. The position is at Residence Inn Denver Tech Center in Greenwood Village, Colorado, and is identified as a PM shift.

Requirements

• High school diploma or equivalent required.
• Computer experience required.
• Must be able to communicate effectively verbally and in writing with employees and guests at all levels.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Must be effective at handling problems, including anticipating, preventing, identifying, and solving them.
• Must be able to understand and apply complex information and data from various sources.
• Must be able to maintain confidentiality of information.
• Must be able to stand during the entire shift.
• Light work: exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.

Nice To Haves

• College coursework in a related field is helpful.
• Experience in a hotel or related field preferred.
• Customer service experience preferred.

Responsibilities

• Greet and welcome guests at the Front Desk in accordance with Highgate Hotel standards.
• Maintain proper operation of the PBX console and ensure hotel standards are met, if applicable.
• Answer questions about hotel services, facilities, and hours of operation in a timely manner.
• Log and deliver packages, mail, and messages to guests and meeting rooms.
• Review the Front Office log and Trace File daily.
• Answer guest questions regarding restaurants, transportation, entertainment, and other local information.
• Follow cash-handling and credit policies.
• Stay informed about rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
• Collect required information for room reservations and follow the rate-quoting process.
• Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
• Use proper two-way radio etiquette when communicating with employees.
• Operate relevant aspects of the Front Desk computer system.
• Complete shift checklist duties in a timely and efficient manner.
• Complete bucket checks, room rate verification reports, and housekeeping reports.
• Balance and prepare paperwork for shift closing according to hotel standards.
• Maintain and market promotions and guest programs.
• Keep the work area clean and assist guests with safe deposit boxes.
• Know emergency procedures and assist as needed.
• Attend required hotel meetings and trainings, maintain regular attendance, and comply with appearance, grooming, uniform, and nametag standards.
• Maintain a warm, friendly, attentive, courteous, and service-oriented manner with guests and employees.
• Listen to, understand, and clarify concerns raised by guests and employees.
• Multitask and prioritize departmental functions to meet deadlines.
• Maximize productivity, identify problem areas, and assist with implementing solutions.
• Anticipate, prevent, identify, and resolve problems as necessary.
• Apply information from various sources to meet appropriate objectives, maintain confidentiality, show initiative, and anticipate guest or operational needs.
• Cross-train in other hotel-related areas and perform other duties as requested by management.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program
• Educational opportunities and tuition reimbursement
• Paid jury duty, personal, medical, and military leave in accordance with applicable law
• Colorado-specific paid holidays, vacation, and sick leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED