Guest Services Agent

Woolley’s Classic Suites Hotel, the #1 hotel in Aurora, ranked by Trip Advisor and Expedia, is currently seeking a highly motivated individual with Front Desk experience, preferably with upscale hotel for our 190-room independent boutique hotel.

Job Description:

Welcome our guests, anticipate their needs, assist them with check-in and check-out, and respond promptly however busy and whatever time of day. To perform in a pleasant, professional, and efficient manner a combination of duties mainly related to an overall positive experience.

Job Responsibilities:

• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
• Share knowledge of the services and amenities available to guests to help them feel at home
• Collaborate with team members to communicate what you see and hear to staff and management to ensure the guests’ needs are met.
• Enjoy multi-tasking at a fast pace while having an impeccable eye for detail for accuracy and efficiency.
• Promptly complete the registration process by inputting and retrieving information from the HMS property management system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys. Confirm the room number and rate. Provide welcome folders containing room keys, certificates, and coupons as appropriate. Close out guest accounts at time of check out.
• Verify and imprint credit cards for authorization using electronic acceptance methods.
• Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler's checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear voice. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity.
• Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
• Perform any other job-related duties as assigned.

Requirement:

• High school diploma required, college degree preferred.
• One year experience in customer service in hospitality or similar industry.
• Comply with attendance rules and be available to holidays, evenings, and weekend shifts.
• Ability to effectively deal with internal and external customers, some of whom will require elevated levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk.
• Ability to observe and detect signs of emergency situations with or without reasonable accommodation.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.
• Must be able to work the night shift 3-11pm to include weekends

Woolley’s Classic Suites does not discriminate against its associates or applicants because of race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability or medical condition. Equal employment opportunity will be extended to all persons in all aspects of the employer-associate relationships, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall and termination. Every reasonable accommodation will be made for disabled associates.

Job Type: Full-time

Pay: $17.50 - $19.00 per hour

Expected hours: 32 – 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Free parking
• Health insurance
• Paid time off
• Referral program

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Night shift
• Weekends as needed

Work setting:

• In-person

Application Question(s):

• Are you able to work on the weekends?

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Experience: 1 year (Required)

Language:

• English (Required)

Shift availability:

• Night Shift (Required)

Work Location: In person