Guest Services Agent - Full Time

Q Center•St. Charles, IL

6d•Onsite

About The Position

The Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay and at checkout. This position will work with other service teams to maintain a customer-focused environment that allows our guests to have the most positive experience at Q Center. The schedule for this position varies, and will include days, afternoons, and evenings throughout the week and weekend.

Requirements

High School diploma or equivalent and/or experience in a related field required.
Proficient in Microsoft Office applications to include Word, Excel and Power Point required.
Customer service experience required.
Strong communication skills both written and verbal.
Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests and fellow employees.

Nice To Haves

Experience using Multi-Functional Printer preferred.

Responsibilities

Greet and welcome all guests approaching the Front Desk in accordance with Q Center standards.
Understand proper operation of the Call Center operation and ensure that all standards are met.
Answer guest inquiries about services, facilities and hours of operation in a timely manner.
Ensure following of correct process of package delivery, mail and messages to guest rooms as well as meeting rooms.
Perform and complete Front Desk assigned duties; cross train in other areas of the front office as needed.
Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
Follow all cash handling and credit policies; collect payment and make changes for guests.
Be aware of all rates, packages and special activities as listed in specific document of each category.
Be familiar with all in-house groups; most notably VIP guests and their needs.
Be aware of closed out and restricted dates.
Obtain all necessary information when creating a room reservation by understanding the guidelines given for each specific scenario.
Be familiar with hospitality terminology.
Have knowledge of emergency procedures and assist as needed.
Handle check-ins and checkouts in a friendly, efficient and courteous manner.
Use proper two-way radio etiquette at all times when communicating with other employees.
Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
Balance and prepare individual paperwork for closing of shift according to Q Center standards.
Maintain a clean work area.
Assist guests with safe deposit boxes.
Ensure overall guest satisfaction and safety is achieved.