Guest Services Agent - Hospitality

Onni Group•Seattle, WA

4d•Onsite

About The Position

The Guest Services Agent is responsible for registering guests, managing reservations and providing information about rooms, rates and amenities. This role involves handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible. The agent is responsible for resolving customer complaints, assisting customers in all inquiries related to hotel services, hours of operations, key personnel, in-house events, and directions. They must respond to all guest requests accurately and promptly, making recommendations based on local knowledge and hotel practices. The role ensures an efficient reception experience for guests, including check-in/check-out, and completes audit procedures. Communication with the Guest Service Manager regarding guest feedback and inter-departmental information is crucial. The agent will also handle telephone reservations and changes, applying the hotel’s selling strategy to increase revenue and maximize profit. Processing packages, faxes, messages, and mail, coordinating the storage room for luggage and packages, and assisting with valet parking and lobby coverage during busy periods are also key duties. Basic troubleshooting for in-room services like Internet and TV, and close coordination with Valet Parking Staff are expected. The role may involve the use of artificial intelligence (AI) tools, requiring responsible use in compliance with company policies and data privacy regulations. All AI-generated content must be reviewed for accuracy and appropriateness, and its use must be disclosed.

Requirements

High School Degree or equivalent
Front Office/Concierge experience in hotel, residential or customer focused industry
Proficiency in MS Outlook, MS Word, MS Excel, and MS Windows required
Must have excellent customer service and interpersonal skills
Excellent oral and written communication skills
Ability to work well within a team

Responsibilities

Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
Responsible for resolving customer complaints, assists customers in all inquiries in connection with our services, hours of operations, key personnel, in-house events, directions, etc.
Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and Level practices.
Ensures an efficient reception experience for guests, including check in/out, and complete audit procedures.
Communicates with Guest Service Manager any relevant feedback from guests and/or other departments.
Handles telephone reservations and changes with prompt courtesy, applying the hotel’s selling strategy and thorough understanding of the offerings and segmenting, to increase revenue and maximize profit.
Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
Coordinates the storage room by storing and retrieving guest luggage and packages.
Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Valet Parking, and lobby coverage.
Provides basic trouble-shooting support for in-room services such as Internet, TV, movies, and internet service.
Works closely with Valet Parking Staff to ensure smooth handling of guest vehicles, luggage (if applicable), deliveries and special requests.
Performs other duties are required.