Guest Services Agent - PT

Renaissance Las Vegas Hotel•Las Vegas, NV

11d•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 position is at the Renaissance Las Vegas, a 548-room smoke-free, non-gaming hotel. The agent handles guest inquiries and requests, room reservations, front desk system tasks, cash and credit procedures, and shift closing paperwork, while following hotel standards and maintaining a friendly, service-oriented demeanor. The role may require flexible and long hours, standing for the entire shift, and occasionally moving items weighing up to 20 pounds.

Requirements

High school diploma or equivalent required.
Computer experience required.
Must communicate effectively verbally and in writing with employees and guests.
Must 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 from various sources.
Must maintain confidentiality of information.
Must be able to stand during the entire shift.
Light work requiring exertion of up to 20 pounds occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Must 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.
Experience in a hotel or related field.
Customer service experience.

Responsibilities

Greet and welcome guests at the Front Desk in accordance with hotel standards.
Maintain the PBX console when applicable and ensure hotel standards are met.
Answer questions about hotel services, facilities, operating 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.
Obtain necessary information for room reservations and follow the rate-quoting scenario.
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.
Maintain a clean work area and assist guests with safe deposit boxes.
Attend required hotel meetings and trainings.
Maintain regular attendance, proper uniform and nametag, and high standards of personal appearance and grooming.
Comply with hotel standards and regulations to support safe and efficient operations.
Identify problem areas, assist with solutions, handle problems effectively, and anticipate guest or operational needs.
Cross-train in other hotel-related areas and maintain confidentiality of information.
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
Educational opportunities and tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law
Regional paid holiday, vacation, and sick-leave provisions for eligible employees in Washington, Colorado, and California, subject to applicable terms and conditions