Guest Services Agent

SpringHill Suites Colorado Springs North Air Force Academy • Colorado Springs, CO

2d • $16 - $17 • 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 maximizing room revenue and occupancy. The role is based at SpringHill Suites Colorado Springs North Air Force Academy in Colorado Springs, Colorado. The agent assists guests with hotel services and local information, handles reservations and front desk transactions, maintains accurate shift records, and follows hotel standards and safety procedures. The position requires a warm, service-oriented demeanor, effective communication, the ability to multitask, and the ability to stand throughout the shift. Flexible and long hours are sometimes required.

Requirements

• High school diploma or equivalent required.
• Computer experience required.
• Must be able to communicate effectively, verbally and in writing, with employees and guests at all levels.
• Must be able to listen to, understand, and clarify concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Must be able to understand and apply complex information and data from various sources.
• Must maintain confidentiality of information.
• Must show initiative by anticipating guest or operational needs.
• Must be able to stand during the entire shift.
• Light work involving exerting up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to move objects.
• Must maintain a warm, friendly, attentive, courteous, and service-oriented demeanor.

Nice To Haves

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

Responsibilities

• Greet and welcome guests approaching the Front Desk in accordance with hotel standards.
• Maintain proper operation of the PBX console and ensure applicable hotel standards are met.
• Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
• Log and deliver packages, mail, and messages to guests and meeting rooms.
• Review the Front Office log and Trace File daily.
• Respond to guest inquiries about restaurants, transportation, entertainment, and other local matters.
• Follow cash-handling and credit policies.
• Stay informed about rates, packages, promotions, in-house groups, and closed-out or restricted dates.
• Obtain necessary information when taking room reservations and follow rate-quoting procedures.
• Maintain familiarity with hospitality terminology and emergency procedures, and assist during emergencies as needed.
• Handle 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 tasks in a timely and efficient manner.
• 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 appropriate personal appearance and grooming, including wearing the proper uniform and nametag.
• Support productivity, identify problem areas, and assist in implementing solutions.
• Handle problems by anticipating, preventing, identifying, and resolving them as needed.
• Cross-train in other hotel-related areas and perform other duties 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED