Guest Services Agent - Front Desk Operations

Peregrine Hospitality•Clearwater, FL

7d•Onsite

About The Position

The Guest Services Agent will be responsible for maintaining front office and lobby organization and supplies to provide a clean and enjoyable experience. This role upholds friendly, courteous telephone service and interactions with guests and fellow employees. The agent will coordinate with guests from arrival to departure, handling reservations, wake-up calls, check-in, check-out, routing needs, posting charges, and special requests. They will also preserve the security and privacy of guest rooms and administrative keys, actively communicate with management and staff through scheduled reports, customer feedback, and guest needs, and conduct hotel site inspections to maintain property safety and chaperon tours for prospective clients. Additionally, the agent will receive and send guest and hotel mail, packages, and facsimile transmissions, maximize revenues through sales strategy and outstanding customer service, and develop a comprehensive knowledge of rates, features, amenities, and area attractions for the property and competitors. Maintaining the confidentiality of company information and adhering to all hotel policies and procedures, including safety and security, are crucial. The role also involves sustaining property safety through risk-management behavior, proper inspections, participation in the Safety and Security Committee, and knowledge of emergency procedures. Following 4 Keys service standards, standard operating procedures, and safety standards, working cohesively with co-workers and all departments as part of a team, and adhering to attendance and reliability standards are also key aspects of this position. Additional duties as assigned by management will be performed.

Requirements

At least 1 year of hospitality related experience
Ability to hear, understand and communicate orally and in writing to communicate with staff, vendors, and guests a normal in-person and phone conversation
Ability to stand and walk for extended periods of time
Ability to bend and twist, push and pull, stoop, and kneel
Proof of identity and eligibility to work in the United States

Responsibilities

Maintain front office and lobby organization and supplies to provide a clean and enjoyable experience.
Uphold friendly, courteous telephone service and interactions with guests and fellow employees.
Coordinate with guests prior to arrival and through to their departure by means of reservations, wake up calls, check-in, check-out, routing needs, posting charges, and special requests.
Preserve the security and privacy of guest rooms and administrative keys.
Actively communicate with management and staff through scheduled reports, customer feedback, and guest needs.
Conduct hotel site inspections to maintain property safety and chaperon tours for prospective clients.
Receive and send guest and hotel mail, packages, and facile transmissions.
Maximize revenues through sales strategy and outstanding customer service.
Develop a comprehensive knowledge of rates, feature, amenities, and area attractions for the property and competitors in order to assist any client and maintain a competitive understanding.
Maintain the confidentiality of any and all company information, including but not limited to: performance statistics, agreements with clients, prospective business, and financial information.
Adhere to all hotel policies and procedures throughout the execution of tasks and responsibilities, including maintaining excellent customer service and efficient operations.
Sustain the safety of the property though risk-management behavior, proper inspections, participation in Safety and Security Committee and knowledge of emergency procedures.
Follow 4 Keys service standards, standard operation procedures, and safety standards.
Adhere to all hotel policies and procedures throughout the execution of tasks and responsibilities.
Follow safety and security procedures.
Work cohesively with co-workers and all departments as part of a team.
Follow all appropriate policies and procedures while constantly striving to improve standards of operations.
Adhere to attendance and reliability standards.
Follow all additional duties as assigned by management.