Guest Services Agent - Hospitality
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 services, hours of operations, key personnel, in-house events, and directions. They ensure an efficient reception experience, including check-in/check-out and audit procedures, and communicate relevant feedback to the Guest Service Manager. The role also includes handling telephone reservations, processing packages, faxes, messages, and mail, coordinating luggage and package storage, assisting with valet parking and lobby coverage during busy periods, and providing basic troubleshooting for in-room services like Internet and TV. Close coordination with Valet Parking Staff is essential for smooth handling of guest vehicles and deliveries.
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.
Benefits
- PPO health plan
- HSA health plan
- HMO health plan
- Generous PTO Plan
- 401(k) employer match
- Referral program
- Free on-site parking or commuting support
- Hotel discount at various properties
- Annual education allowance of up to $1,000
- Residential housing discount after 1 year of continuous employment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
