Guest Services Agent (PT)

Peregrine Hospitality•Lenox, MA

9d•Onsite

About The Position

The Guest Services Agent is responsible for greeting and welcoming guests, managing check-ins and check-outs, handling payments, and resolving guest issues to ensure satisfaction. This role requires maintaining extensive knowledge of hotel services and local attractions, adhering to hotel policies, and participating in upselling and marketing programs. The position also involves working cohesively with the team and supporting management.

Requirements

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 in a professional manner.
High School diploma or GED equivalence
1 year of Customer Service experience preferred
Will be required to work flexible scheduled shifts based on business needs
Must be able to lift and/or carry up to 50 pounds
Ability to hear, understand and communicate orally and in writing to communicate with staff, vendors, and guests a normal in-person and phone conversation
Ability to stand and walk for extended periods of time
Ability to bend and twist, push and pull, stoop, and kneel

Responsibilities

Greet and welcome guests upon arrival, ensuring a warm and friendly first impression.
Register guests into the computer system, verifying reservation details and processing payments.
Handle cash and balance the cash drawer, maintaining accurate financial records.
Provide guests with information about hotel facilities and local attractions.
Assist guests with check-out, ensuring all services are correctly accounted for and processing various forms of payment.
Field guest complaints, conduct research, and resolve issues to ensure guest satisfaction.
Maintain extensive knowledge of the hotel’s services, facilities, and the local area.
Follow hotel policies and procedures, including safety and security standards, and continuously strive to improve operational standards.
Participate in upselling and promoting marketing programs to enhance guest experience and hotel revenue.
Work cohesively with the team, supporting management and collaborating professionally with co-workers.