Position Title: Guest Service Agent

Reports To: Front Office Manager

Department: Front Office

General Purpose: The Guest Service Agent is responsible for the friendly and efficient Welcome and Farewell of guests at the Westin Poinsett Hotel. Qualified candidates must be energetic, upbeat, outgoing, and willing to shine as part of the Westin Poinsett staff. The Guest Service Agent must politely and effectively respond to guest inquiries and/or challenges in a professional, courteous manner.

Essential Duties/Responsibilities

• Efficient and friendly Welcome (check-in) and Farewell (check-out) of guests while maintaining Westin brand standards.
• Maintain impeccable grooming, work uniform, and overall appearance.
• Ensures accurate delivery of mail and messages or packages to registered guests or hotel personnel
• Provide accurate and essential information to guests and clients, including but not limited to local directions, transportation information, dining recommendations, hotel history, etc.
• Perform duties in accordance with all credit and cash handling procedures
• Resolve customer complaints and answer guest inquiries in connection with hotel services.
• Perform the duties of PBX operator in a courteous and professional manner.
• Assist in maintaining cleanliness of the front desk and immediate areas nearby.
• Support the entirety of the guest services team, maintaining a positive working relationship with all departments of the hotel.
• Effectively assist guests through safety and emergency procedures when necessary.
• Arrive to work on time, as scheduled.
• Attend all required monthly department meetings.

Job Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge/Experience:

Experience in a Four Diamond quality organization is preferred but not necessary.

Knowledge in Marriott property management systems is also preferred and technical proficiency in Microsoft applications is required.

Previous customer service experience in a high volume setting is also preferred, with the ability to problem solve and provide exceptional service required.

Skills:

• Excellent Communication skills- both verbal and written required
• Excellent organization and time management skills
• Good interpersonal skills required
• Excellent listening skills required
• Basic mathematical skills required
• Strong attention to detail

Abilities:

• The ability to work well as a team as well as individually at times
• Ability to multi-task in a fast-paced environment
• Ability to read, speak, write, and understand English
• Must be adaptable and flexible to change
• Ability to work a flexible schedule, including weekends and holidays.
• To remain calm and professional at all times.
• Must be able to stand for periods of eight hours.
• Be able to make quick decisions and possess good judgment
• Ability to lift 25 pounds to waist level.

Education or Formal Training:

• High school diploma, GED, or the equivalent previous work experience required
• College degree preferred.

Material and Equipment Directly Used:

• Computer and Printer
• Fax/Copy Machine
• Telephone