Guest Services Agent (Part Time)

Stonebridge Hospitality Management•Loveland, CO

6d•Onsite

About The Position

The purpose of a GUEST SERVICE AGENT is to serve as the primary contact for all guests throughout their stay and effectively and efficiently check guests in and out of the hotel. This role involves operating the front desk according to standard operating procedures, managing the reservation and checkout systems, handling guest inquiries, and ensuring a positive guest experience.

Requirements

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to speak English fluently.
Ability to interpret and perform basic computer and POS system functions.
Demonstrates accuracy and thoroughness.
Monitors own work to ensure quality.
Provides the best possible service to clients and customers.
Meets or exceeds productivity standards.
Produces adequate volume of work efficiently in a specific time.
Responds to requests for service and assistance.
Demonstrates the desire and ability to provide high quality service to both internal and external customers.
Solicits customer feedback to improve service.
Asks for and offers help when needed.
Includes appropriate people in decision-making.
Takes responsibility for own actions.
Performs work with little or no supervision; works independently.
Can be relied upon regarding task completion and follow up.

Responsibilities

Serve as the primary contact for all guests throughout their stay.
Effectively and efficiently check guests in and out of the hotel.
Operate the front desk according to standard operating procedures and with exceptional guest service.
Operate with accuracy the reservation system, check-in and checkout system and credit card system, following all safety and security procedures.
Check registration (folio) cards for completeness, accuracy, and legibility.
Maintain accurate cash sheet and be responsible for cash drawer balancing.
Operate the switchboard, disperse calls, take and repeat guest messages with accuracy, noting date and time.
Know and be able to implement emergency procedures.
Maintain guest privacy by not saying room numbers out loud.
Be knowledgeable of hotel promotions, room rates, and amenities.
Know the physical makeup of the building and surrounding areas (shopping, convenience stores, gas stations).
Complete daily reports, audits, and correspondences as required.
Keep lobby and office area clean at all times.
Set wake-up calls.
Prepare room status sheets for housekeeping and update them on room availability.
Take and confirm credit cards for validity and acceptability.
Lock and secure the front desk area when leaving, even for a moment.
Create incident reports for guest injuries/issues when required.
Answer all calls within three rings in a scripted manner.
Take and record reservations with accuracy and confirm as requested.
Resolve guest complaints.
Maintain regular attendance, punctuality, and observe prescribed work, break, and meal periods.
Maintain high standards of personal appearance and grooming, complying with the dress code.
Perform any other duties as requested by supervisor.