Guest Services Agent

Woodspring Suites Buford•Buford, GA

About The Position

The Guest Services Agent provides attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout, while helping maximize room revenue and occupancy. The role supports Front Desk operations, responds to guest questions and requests, handles reservations and payments according to hotel policies, and completes assigned shift duties in accordance with Highgate Hotel standards. The position requires a warm, service-oriented demeanor, effective communication and listening skills, the ability to multitask and prioritize, and a commitment to safe, efficient, and confidential hotel operations. Flexible and long hours may sometimes be required, and the agent must be able to stand throughout the shift and perform light physical work.

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 handle problems effectively, including anticipating, preventing, identifying, and solving them.
Must be able to understand and apply complex information and data from various sources to meet objectives.
Must be able to maintain confidentiality of information.
Must be able to stand during the entire shift.
Light physical work: exerting up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Flexible and long hours sometimes required.
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 preferred.
Customer service experience 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 questions about hotel services, facilities, hours of operation, restaurants, transportation, entertainment, and other local offerings 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.
Follow cash-handling and credit policies.
Stay informed about rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
Obtain necessary information for room reservations and follow the rate-quoting scenario.
Handle guest 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 all duties on the shift checklist 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 and high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
Comply with hotel standards and regulations to encourage safe and efficient operations.
Support productivity, identify problem areas, and assist with implementing solutions.
Anticipate, prevent, identify, and resolve problems as necessary.
Cross-train in other hotel-related areas and maintain confidentiality of information.
Show initiative by anticipating guest or operational needs.
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
Location-specific paid holidays, vacation, and sick leave provisions for employees in Washington, Colorado, and California