Guest Services Agent

Stonebridge Hospitality Management•Golden, CO

2d•Onsite

About The Position

The Guest Services Agent serves as the primary contact for guests throughout their stay and checks guests in and out accurately and efficiently. The role operates the hotel front desk and reservation, check-in/check-out, credit card, and telephone systems in accordance with standard operating procedures and safety and security requirements. The agent provides guest information, handles reservations and complaints, coordinates with housekeeping, and completes shift-related records and reports. The position also requires maintaining a clean lobby and office area, following attendance and appearance standards, and performing other duties as requested by a supervisor. Reasonable accommodations may be made for qualified individuals with disabilities.

Requirements

One-year certificate from a college or technical school, or three to six months of related experience and/or training, or an equivalent combination of education and experience.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Fluent spoken English.
Ability to interpret and perform basic computer and POS system functions.
Demonstrated accuracy, thoroughness, and attention to quality.
Ability to meet or exceed productivity standards and produce an adequate volume of work efficiently.
Ability and desire to provide high-quality service to internal and external customers, respond to service requests, and solicit customer feedback.
Ability to ask for and offer help and include appropriate people in decision-making.
Accountability, including taking responsibility for actions, working independently with little or no supervision, and following through on tasks.

Responsibilities

Operate the front desk according to standard operating procedures and provide exceptional guest service.
Accurately operate reservation, check-in/check-out, and credit card systems while following safety and security procedures.
Review registration (folio) cards for completeness, accuracy, and legibility.
Maintain an accurate cash sheet and balance the cash drawer.
Operate the switchboard, direct calls, and accurately take and relay guest messages and faxes, including noting their date and time and using the message light to notify guests.
Know and follow emergency procedures; never say a guest’s room number aloud.
Know hotel promotions, room rates, room amenities, the building’s layout, and the locations of nearby shopping, convenience stores, and gas stations.
Complete daily reports, audits, correspondence, and other shift-required tasks.
Keep the lobby and office area clean.
Set wake-up calls as required by the shift.
Prepare the room-status sheet for housekeeping and update housekeeping about rooms available to clean as guests check out or leave for the day.
Verify credit cards for validity and acceptability.
Secure the front desk area whenever leaving it, even briefly.
Prepare incident reports for guest injuries or issues when required.
Answer calls within three rings using the prescribed scripted manner.
Accurately take and record reservations and confirm them when requested.
Resolve guest complaints.
Maintain regular attendance and punctuality and observe prescribed work, break, and meal periods.
Maintain personal appearance and grooming in compliance with the dress code.
Perform other duties as requested by the supervisor.