Guest Services Agent - Front Desk Operations

Peregrine Hospitality•Clearwater, FL

8h•Onsite

About The Position

The Guest Services Agent is responsible for front office and lobby operations, ensuring a clean and enjoyable experience for guests. This role involves managing reservations, check-ins, check-outs, and addressing guest needs throughout their stay. The agent will also be responsible for maintaining the security and privacy of guest rooms, communicating effectively with management and staff, conducting hotel tours, and managing mail and transmissions. Maximizing revenue through sales strategies and outstanding customer service is a key aspect of this position. A comprehensive knowledge of the property, competitors, and local attractions is required to assist clients effectively. The role also demands maintaining the confidentiality of company information and adhering to all hotel policies, procedures, safety standards, and service standards.

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.