Guest Services Representative

Early Bird Night Owl•Durham, NC

36d

About The Position

The Guest Service Agent is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. Our Why As humble ambassadors of our namesake city, we prioritize quality, kindness, and inclusivity so all feel welcome Our Core Values: INSPIRE WONDER Innovation and Creativity | Surprise and Delight SHOW HOSPITALITY Inclusive Culture | Home Away from Home | Create Positive Connections PURSUE EXCELLENCE Exceptional Experiences | Attention to Detail | Focus on Quality DEMONSTRATE INTENTIONALITY Empathetic Engagement | Anticipatory Service | Sense of Ownership CULTIVATE COMMUNITY Team Collaboration | Community Engagement | Take Time to Celebrate

Requirements

A commitment to providing outstanding customer service
Basic knowledge of office equipment required to perform the job
Ability to establish and maintain effective working relationships with co-workers and leaders
Strong problem-solving skills
Capable of seeing a task through to completion
Strong organizational skills
Must possess basic computer skills.
Available to work a flexible schedule including evenings, weekends, and holidays.
Good knowledge of the English language is mandatory as well as the ability to speak, read and write clearly. Must be able to read and listen to instructions, memos, short correspondences, and messages.
High School diploma, general education degree or international equivalent required.
Minimum of (2) two years of Customer Service experience, preferably in a resort/hotel Front Office environment preferred.
Ability to be on your feet and alert for extended periods of time
Ability to lift up to 25 lbs. as needed
Continuous use of hands and arms
Continuous bending, reaching, and twisting
Maintains strong personal image and uniform standards

Nice To Haves

Bi-lingual a plus.
Opera PMS experience preferred.

Responsibilities

Register guests and assigns rooms. Accommodates special requests whenever possible.
Thoroughly understands and adheres to proper credit, check- cashing, and cash handling policies and procedures.
Understands room status and room status tracking.
Knows room locations, types of rooms available, and room rates.
Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms.
Takes room reservations. Knows cancellation procedures.
Expert in hotel PMS software
Process guest check-outs.
Uses proper telephone etiquette.
Ensures interdepartmental pass-on is accurate and updated each shift and is aware of daily activities and meetings taking place in the hotel.
Attends department meetings.
Reports any unusual occurrences or requests to the Front Office Supervisor or Front Office Manager
Knows all safety and emergency procedures, Is aware of accident prevention policies.
Maintains the cleanliness and neatness of the front desk area.
Flexible with scheduling to accommodate business needs.
Follows all established front desk procedures in carrying out assigned duties.
Provides high level service while registering guests in a prompt, efficient and courteous manner.
Handle guest accounts properly including posting of charges, and collection of payment. Maintain strict guest security in controlling keys, issuing keys, and divulging guest information.
Knowledgeable of property information (hours of operations, activities, etc.) and provide accurate information of surrounding area.
Responsible to receive a guest’s request or complaint; own it and follow up to verify the request or problem has been resolved to the guest’s satisfaction; involve the supervisor as necessary.
Work closely with the housekeeping department to keep status of rooms current and up to date.
Work with Bell staff to assist guests with requests as needed.
Maintain bank with accuracy and security, close out at end of shift bank, balance and deposit.
Ability to shift priorities and duties as directed by supervisor.
Other duties as assigned.