Guest Services Agent

Stonebridge Hospitality Associates•Westminster, CO

10d•Onsite

About The Position

The purpose of a GUEST SERVICE AGENT is to serve as the primary contact for all guests throughout their stay and effectively and efficiently check guests in and out of the hotel. This role requires operating the front desk according to standard operating procedures with exceptional guest service, accuracy in using the reservation, check-in/checkout, and credit card systems, and adherence to all safety and security procedures. The agent is responsible for maintaining accurate records, managing the switchboard, taking messages, knowing emergency procedures, and being knowledgeable about hotel promotions, room rates, amenities, and the physical layout of the building. Daily reports, audits, and maintaining a clean work area are also key responsibilities. Additionally, the role involves preparing room status for housekeeping, confirming credit card validity, securing the front desk area, creating incident reports when necessary, answering calls promptly and professionally, taking and confirming reservations, and resolving guest complaints. Maintaining regular attendance, punctuality, and professional appearance are essential, along with performing any other duties as requested by a supervisor. Reasonable accommodations are available for qualified individuals with disabilities.

Requirements

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to speak English fluently.
Ability to interpret and perform basic computer and POS system functions.
Demonstrates a high QUALITY of work: Demonstrates accuracy and thoroughness. Monitors own work to ensure quality. Provides the best possible service to clients and customers.
Demonstrates acceptable PRODUCTIVITY standards: Meets or exceeds productivity standards. Produces adequate volume of work efficiently in a specific time.
Demonstrates excellent CUSTOMER SERVICE SKILLS: Responds to requests for service and assistance. Demonstrates the desire and ability to provide high quality service to both internal and external customers. Solicits customer feedback to improve service.
Demonstrates INITIATIVE: Asks for and offers help when needed. Includes appropriate people in decision-making.
Demonstrates ACCOUNTABILITY for their job performance: Takes responsibility for own actions. Performs work with little or no supervision; works independently. Can be relied upon regarding task completion and follow up.
Maintain regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards.
Maintains high standards of personal appearance and grooming, which include compliance with the dress code.

Nice To Haves

May be exposed to and use of cleaning chemicals throughout the shift.

Responsibilities

Serve as the primary contact for all guests throughout their stay.
Effectively and efficiently check guests in and out of the hotel.
Operate the front desk according to standard operating procedures and with exceptional guest service.
Operate with accuracy the reservation system, check-in and checkout system and credit card system, following all safety and security procedures.
Check registration (folio) cards for completeness, accuracy, and legibility.
Maintain accurate cash sheet and be responsible for cash drawer balancing.
Operate the switchboard and disperse calls as required by your shift.
Take guest messages and faxes with accuracy, always noting the date and time of message.
Repeat message back to caller to assure the accuracy of the message.
Use message light to tell guests that they have a message waiting.
Know emergency procedures and how to respond.
Never say a guest’s room number out loud.
Be knowledgeable of hotel promotions, room rates, and amenities.
Know the physical makeup of the building-exterior and interior.
Know where the closest shopping, convenience store and gas station is.
Complete daily reports, audits correspondences etc. as required by your shift.
Keep lobby and office area clean at all times.
Set wake-up calls as dictated by your shift.
Prepare room status sheet for housekeeping and update housekeeping on rooms available to clean as guests checkout or leave for the day.
Take and confirm credit cards for validity and acceptability.
Lock and secure area if leaving the front desk, even if it is for a moment!
Create incident reports for guest injuries / issues when required.
Answer all calls within three (3) rings.
All calls are to be answered in a “scripted” manner.
Take and record reservations with accuracy.
Confirm reservations as requested.
Resolve guest complaints.
Maintain regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards.
Maintain high standards of personal appearance and grooming, which include compliance with the dress code.
Perform any other duties as requested by supervisor.