Guest Services Agent l Aloft Portland Airport at Cascade Station

PM New•Portland, OR

10d•Onsite

About The Position

The Guest Services Agent is responsible for balancing rooms and room inventory daily, posting and balancing charges and settlements, and maintaining files and resetting systems for next day operations. This role requires a flexible schedule, including evenings, weekends, and holidays. The agent must approach each guest interaction with the goal of exceeding expectations, embracing and personifying the Aloft culture. Key duties include completing the registration process, managing guest information, promoting the Aloft guest loyalty program, making room selections, coding electronic keys, handling payments (cash and credit cards), posting charges, answering telephones, managing messages and guest requests, issuing luggage claims, handling mail and packages, closing guest accounts, resolving guest complaints, and maintaining lobby cleanliness. The agent must also communicate larger issues to Housekeeping and Engineering and perform other assigned duties.

Requirements

Must have the ability to communicate in English.
Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times.
Communicate well with guests.
Must be willing to “pitch-in” and help co-workers with their job duties and be a team player.
Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Ability to stand and move throughout the front office and continuously perform essential job functions.
Ability to access and accurately input information using a moderately complex computer system.
Ability to observe and detect signs of emergency situations.
Ability to establish and maintain effective working relationships with associates, customers and patrons.
Must be able to stand and exert well-paced ability for up to 4-hours in length at a time.
Ability to spend extended lengths of time viewing a computer screen.
Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
Must be able to lift up to 15-lbs.
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
Work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance.
Adaptable to change in work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones.
Ability to solve routine problems that occur on the job.
Ask for help whenever not sure how to do something.

Nice To Haves

Embrace the Aloft culture personifying it in daily interactions with guests and Talent alike.
Help create an energized environment as a participating member of Aloft Talent.
Promote the Aloft guest loyalty program providing recognition and benefits to all present members.
Describe member benefits to non-members with the goal of enrollment.

Responsibilities

Balance rooms and room inventory daily.
Post and balance charges and settlements in a timely and efficient manner.
Maintain files and reset the systems for next day operations.
Complete the registration process by inputting and retrieving information from a computer system, and confirming pertinent information including number of guests, all adult guest names, address, phone number, email address and room rate.
Make appropriate selection of rooms based on guest needs.
Code electronic keys.
Provide room keys and hotel information to guests.
Verify and imprint credit cards for authorization using electronic acceptance methods.
Handle cash, make change and balance an assigned house bank.
Accept and record forms of payment.
Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear communication.
Input messages and guest requests into the computer.
Retrieve messages and communicate the content to the guest as appropriate.
Issue luggage claims and store/retrieve luggage as requested.
Issue mail, small packages and facsimiles for customers as requested.
Close guest accounts at time of check-out and ascertain satisfaction.
In the event of dissatisfaction, negotiate service recovery.
Resolve guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
Listen and extend assistance in order to resolve problems such as insufficient heating or air conditioning, cleanliness, and service, etc.
Remain calm and alert especially during emergency situations and heavy hotel activity.
Plan and implement detailed steps by using experienced judgment and discretion.
Do their part to assure the cleanliness and conditions of the lobby by straightening up after guests.
Responsible for communicating larger issues to Housekeeping and Engineering for immediate attention.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job-related duties as assigned.