Job Duties:

• The Guest Service Agent is responsible for creating a welcoming experience to all guests.
• The ideal candidate will provide friendly and courteous service while performing all front desk related duties such as: checking in/out, reservations, assisting directions, providing general information to guest in accordance to brand and hotel standards.
• Arrive to work on time adhering to uniform standards. Prep work area with required tools including retrieval of bank, logging into work station, email.
• Balance all department accounts.
• Reconcile front desk postings and investigate discrepancies.
• Balance Food and Beverage cashiers' paperwork to Micros report.
• Balance all credit cards.
• Audit room rates and market codes.
• Posts room and tax to all occupied rooms.
• Run "End of Day" reports for both POS and PMS systems. Closes the day.
• Completes Management reports and distributes accordingly.
• Welcome and register guests expeditiously, provide information to guests as needed or requested, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process as per hotel procedures.
• Check departing guests out of the hotel as per hotel procedures.
• Answer all guest questions accurately and resolve problems in a timely manner ensuring guest satisfaction. Authorize revenue allowances as allowed by hotel policy.
• Resolve guest problems and complaints.
• Sell guest rooms, food & beverage outlets and seasonal hotel promotions.
• Review Front Desk Pass down when coming on shift and record pertinent information as needed throughout shift.
• Post charges to individual room or master account.
• Complete tasks on daily checklist.
• Communicate with other hotel departments to maintain a high level of guest satisfaction.
• Adhere to guest safe deposit box procedures.
• Adhere to policies regarding handling of employee's cash bank.
• Reconcile all charges and cash received during shift and prepare drop. Have drop witnessed.
• Answer main phone lines and assist/direct guests where needed.
• Review and respond to guest comments and requests as needed to third party websites including, but not limited to Booking.com, and Expedia Partner Central.
• Responsible for knowledge of groups and functions in the Hotel on a daily basis.
• Responsible for knowledge or obtain knowledge of local events, venues, entertainment options for guests.
• Notify management of any pertinent information related to shift activities.
• Ensure all equipment is in operational order and all supplies are up to par. Report equipment that needs repair or supplies that need to be ordered.
• Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
• Be a Team Player and encourage the teamwork attitude among staff.
• Notify management of any pertinent information related to shift activities.
• Be knowledgeable in all hotel emergency procedures.
• Ensure areas are free of safety hazards and performs all duties in a safe and efficient manner.
• Ensures total guest satisfaction.

JOB REQUIREMENTS:

• Qualified candidates must meet company required criminal and credit background check.

• Ability to work a flexible overnight schedule is a required as well as other shifts.

DoubleTree Suites Phoenix is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need accommodation for any part of the application process because of a medical condition or disability, please send an email to claudia.flores@doubletreephoenix.com or call 602-683-9422 to let us know the nature of your request.