Guest Services Agent (Part Time)

Sage Hospitality•Aurora District, CO

About The Position

The Guest Services Agent responds professionally and courteously to arriving, departing, and in-house guests and VIPs by providing accurate, timely information and services. The role responds to telephone and in-person inquiries about reservations, hotel information, and guest concerns. The agent completes guest check-in and check-out procedures, handles payments and guest accounts, accepts reservations, answers calls, and helps maintain positive customer relations. Open and flexible availability is required, including the ability to work mornings, afternoons, overnights, weekends, and holidays.

Requirements

High school diploma or equivalent.
No experience required.
High school graduate-level mathematical aptitude, knowledge of standard cash-handling procedures, and knowledge of computerized cash register systems.
Past experience dealing directly with the public and general knowledge of basic customer service skills.
Fluency in spoken and written English.
Ability to read written communications and a monochrome computer screen.
Ability to operate computer, calculator, and telephone keyboards for cash handling and paperwork processing.
Ability to understand and follow verbal and written instructions, work on multiple tasks, and communicate verbally and in writing.
Ability to use tact and understanding when handling a variety of customer service problems, including stressful and highly emotional situations.
Strong organization and attention to written and verbal details, particularly when performing multiple tasks.
Ability to meet the physical demands of the position, with reasonable accommodations where applicable.

Responsibilities

Greet arriving guests and complete established check-in procedures using manual and computerized methods.
Facilitate guest check-out by following established manual and computer procedures, closing guest accounts, and preparing rooms for the next sale.
Calculate and post monies, receipts, guest accounts, and other forms of credit using accurate cash-handling methods and established procedures.
Answer inquiries and accept reservations in person and by telephone, communicate hotel rates and information, and use suggestive selling techniques to increase room sales, occupancy, and revenue.
Maintain good customer relations by staying informed about in-house and area functions and responding knowledgeably to questions and concerns.
Operate PBX equipment to accept incoming calls, assist with outgoing calls, schedule and set wake-up calls, and page guests.
Control front-desk cash transactions and maintain responsibility for a personal bank in accordance with hotel bank agreement policy.
Maintain a friendly, cheerful, and courteous demeanor.