Guest Services Agent

Highgate Hotels • Roseville, CA

10d • 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 is at the Courtyard Roseville Galleria Mall/Creekside Ridge in Roseville, California.

The agent handles front-desk and guest-service activities, including reservations, guest inquiries, package and message delivery, payments, shift paperwork, and use of front-desk systems. The role also requires following hotel operating, safety, cash-handling, and service standards; maintaining a clean work area and professional appearance; and assisting with other hotel duties as requested.

The position may require flexible and long hours, and requires standing for the entire shift. The physical demand is classified as light work, involving exertion of up to 20 pounds occasionally and/or up to 10 pounds frequently or constantly.

Requirements

• High school diploma or equivalent required.
• Computer experience required.
• Must be able to stand during the entire shift.
• Must be able to exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to move objects.
• Must communicate effectively, verbally and in writing, with employees and guests at all levels.
• Must 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 effective in handling problems, 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 maintain a warm, attentive, friendly, courteous, and service-oriented demeanor.
• Flexible and long hours are sometimes required.

Nice To Haves

• College coursework in a related field is helpful.
• Experience in a hotel or related field is preferred.
• Customer service experience is preferred.

Responsibilities

• Greet and welcome guests at the Front Desk in accordance with hotel standards.
• Maintain proper operation of the PBX console, if applicable, and ensure hotel standards are met.
• Answer guest inquiries about hotel services, facilities, and hours of operation 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.
• Answer guest inquiries about restaurants, transportation, entertainment, and other local information.
• 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 when taking 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 other employees.
• Operate relevant aspects of the Front Desk computer system.
• Complete assigned shift-checklist tasks and duties in a timely and efficient manner.
• Complete bucket checks, room-rate verification reports, and housekeeping reports.
• Balance and prepare individual 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.
• Follow emergency procedures and assist as needed.
• Attend required hotel meetings and training.
• Maintain regular attendance, personal appearance, grooming, uniform, and nametag standards.
• Comply with hotel standards and regulations to support safe and efficient operations.
• 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
• Employee assistance program
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED