Guest Services Agent

La Quinta Phoenix - Scottsdale•Scottsdale, AZ

5d•Onsite

About The Position

The Guest Service Agent provides attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout while helping maximize room revenue and occupancy. The role supports front desk operations, responds to guest questions and requests, processes reservations and guest transactions, and follows hotel standards and procedures.

Requirements

High school diploma or equivalent required.
Computer experience required.
Ability to communicate effectively, verbally and in writing, with employees and guests at all levels.
Ability to listen to, understand, and clarify concerns raised by guests and employees.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to understand and apply complex information and data from various sources.
Ability to maintain confidentiality of information.
Ability to stand for the entire shift.
Ability to perform light work: exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Maintain a warm, friendly, attentive, courteous, and service-oriented demeanor.
Flexible and long hours are sometimes required.

Nice To Haves

College coursework in a related field is helpful.
Experience in a hotel or related field preferred.
Customer service experience preferred.

Responsibilities

Greet and welcome guests at the Front Desk in accordance with hotel standards.
Maintain operation of the PBX console and meet applicable hotel standards.
Answer questions about hotel services, facilities, hours, restaurants, transportation, entertainment, and other local information.
Log and deliver packages, mail, and messages to guests and meeting rooms.
Review the Front Office log and Trace File daily.
Follow cash-handling and credit policies.
Stay informed about rates, packages, promotions, in-house groups, and closed-out or restricted dates.
Gather required information for room reservations and follow the rate-quoting process.
Maintain familiarity with hospitality terminology and emergency procedures, and assist as needed.
Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
Use proper two-way radio etiquette when communicating with employees.
Operate relevant aspects of the Front Desk computer system.
Complete shift checklist duties promptly and efficiently.
Complete bucket checks, room-rate verification reports, and housekeeping reports.
Balance and prepare paperwork for shift closing according to hotel standards.
Maintain and market promotions and guest programs.
Keep the work area clean.
Assist guests with safe deposit boxes.
Attend required hotel meetings and trainings, maintain regular attendance, and comply with hotel standards and regulations.
Maintain professional appearance and grooming, including wearing the proper uniform and nametag.
Support productivity, identify problem areas, and help implement solutions.
Handle problems by anticipating, preventing, identifying, and resolving them as needed.
Cross-train in other hotel-related areas and maintain confidentiality of information.
Show initiative by anticipating guest and operational needs.
Perform other duties as requested by management.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) retirement plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program (EAP)
Educational opportunities and tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law