Guest Services Agent

Residence Inn Saddle River•Saddle River, NJ

8d•$17 - $19•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 role works at the Front Desk of Residence Inn Saddle River and follows Highgate Hotel standards for guest service and hotel operations. The agent handles guest inquiries, reservations, arrivals, departures, communications, and shift paperwork, and supports safe and efficient hotel operations. The position may require flexible and long hours, and requires standing throughout the shift.

Requirements

High school diploma or equivalent required.
Computer experience required.
Maintain a warm and friendly demeanor.
Communicate effectively, verbally and in writing, with employees and guests in an attentive, friendly, courteous, and service-oriented manner.
Listen effectively, understand concerns, and clarify issues raised by employees and guests.
Multitask and prioritize departmental functions to meet deadlines.
Understand and apply complex information and data from various sources to meet objectives.
Maintain confidentiality of information.
Ability to stand during the entire shift.
Light physical work: exert 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.

Nice To Haves

College coursework in a related field is helpful.
Experience in a hotel or related field preferred.
Customer service experience preferred.
Flexible availability; long hours may sometimes be required.

Responsibilities

Greet and welcome guests approaching the Front Desk in accordance with hotel standards.
Maintain the PBX console when applicable and ensure applicable hotel standards are met.
Answer guest inquiries about hotel services, facilities, and hours of operation promptly.
Log and deliver packages, mail, and messages to guests and meeting rooms.
Review the Front Office log and Trace File daily.
Answer guest questions about restaurants, transportation, entertainment, and other local information.
Follow cash-handling and credit policies.
Stay informed about rates, packages, promotions, in-house groups, and closed-out or restricted dates.
Collect required information when taking 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 individual paperwork at shift closing according to hotel standards.
Maintain and market promotions and guest programs.
Keep the work area clean.
Assist guests with safe deposit boxes.
Attend required hotel meetings and trainings, maintain regular attendance, and maintain personal appearance and grooming standards, including the proper uniform and nametag.
Comply with hotel standards and regulations to support safe and efficient operations; identify problem areas and assist with solutions.
Handle problems by anticipating, preventing, identifying, and resolving them as necessary.
Cross-train in other hotel-related areas, maintain confidentiality, and show initiative in 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, personal, medical, and military leave in accordance with applicable law