Guest Services Agent
About The Position
The Cliffs Hotel & Spa is seeking a gracious, thoughtful, and motivated part-time Guest Services Agent to provide a luxury guest experience and help create happy, lasting memories through genuine service and thoughtful amenities. The role supports daily front desk operations, including guest check-ins and check-outs, reservations, and daily checklists. Agents also work assigned shifts in the Boutique, handling sales, checklists, and assistance with store inventory. They coordinate with all departments to accommodate guests and must use quick thinking, problem-solving skills, and a friendly demeanor. Duties and responsibilities may change or be newly assigned at any time.
Requirements
- Available to work a minimum of two shifts per week.
- Available to work weekends, nights, and holidays.
- High school diploma.
- Obtain a Responsible Beverage (RBS) Certificate within 30 days of the start date.
- Excellent command of the English language.
- Ability to work effectively with people and communicate and collaborate with coworkers across departments.
- Ability to multitask and work in mentally demanding situations.
- Maintain a friendly, outgoing attitude throughout all shifts.
- Ability to stand or sit continuously for the duration of a 4–8-hour shift.
- Ability to lift small packages weighing under 40 pounds.
- Ability to work in stressful situations.
Nice To Haves
- Working knowledge of guest services in a luxury hotel setting.
- Strong telephone etiquette skills.
- Previous retail and cash-handling experience.
Responsibilities
- Greet and engage guests in a welcoming, friendly manner, using each guest’s preferred name.
- Communicate articulately with guests, using appropriate language and avoiding slang.
- Provide attentive, anticipatory service guided by The Cliffs’ mission and values.
- Handle multiple guests, booking and reservation requests, and telephone lines while maintaining high customer-service standards.
- Share local knowledge and provide recommendations, directions, and transportation options when appropriate.
- Use the property management system to check guests in and out and create reservations.
- Complete daily checklists in a timely manner.
- Resolve guest requests and issues creatively, offering alternatives when a request cannot be fulfilled.
- Build positive relationships with gift shop guests and promote products and hotel services to drive revenue.
- Respond empathetically to guests who have had a negative experience and help recover their experience.
- Answer phones promptly and maintain a gracious, calm, and clear tone.
- Assist with assigned projects during the shift, including gift shop duties and store inventory assistance.
- Communicate courteously with guests, management, and coworkers.
- Attend meetings and training to learn current hotel information.
- Comply with hotel conditions of employment and standards for uniform, grooming, and safety.
Benefits
- Daily discounted lunches from the hotel restaurant.
- Special hotel benefits.
- Employee appreciation events.
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What This Job Offers
Job Type
Part-time
Education Level
High school or GED
