What are the responsibilities and job description for the Guest Service Agent position at Colwen Hotel Management?
DoubleTree by Hilton Ocean Point Resort, a Colwen Hotels Property, is seeking a friendly, customer service focused Guest Service Agent to join our team. In this position you will be responsible for guest registration, making reservations, and providing guests with information about the hotel and the local area. If you have a knack for customer service and previous service-related work experience, we'd like to meet you. This position will work a combination of first and second shifts.
General Responsibilities:
- Operate the front desk and assist guests with inquiries and other needs during pre-arrival, registration, stay, checkout, and post-departure.
- Provide exceptional guest service
- Efficiently manages the operations of the front desk, ensure check in and check out is timely
- Warmly and professionally welcome all guests
- Process guest check-in: confirm reservations, assign guest rooms
- Treat requests with professionalism, tact, and courteous manner; act with a sense of urgency
- Ensure that all complaints regarding service and/or accommodations are investigated and resolved
- Maintain knowledge of hotel policies including rates, discounts, special offers and community events
- Maintain knowledge of upcoming events, local area, and hotel offerings
- Ensure prompt delivery of billing to guests
- Process all payments types e.g. charges, cash, checks, debit or credit cards
- Discreetly handle confidential guest information
- Coordinate with Housekeeping Department to track room readiness and communicate guest requests and concerns
- Ensure lobby and shared areas are neat and orderly
- Adhere to all Colwen and brand standards
- Maintain STRICT key controls
- Perform other related duties as assigned, you may be required to perform a variety of different job duties and functions in various departments during the course of a shift
Requirements:
- One year of related experience, hotel preferred
- Prior Hilton brand experience preferred
- Bilingual - English/Spanish
- Excellent verbal and written communications skills
- Strong organizational skills and attention to detail
- Superior interpersonal and customer service sills, ability to deal with difficult guests
- Familiarity with local area, ability to provide directions and maps to local attractions and destinations
- Proficient with Microsoft Office Suite and common computer software programs
- Ability to learn computer software programs and operate property management system
- Willingness to work 7-day rotational work schedule including nights, weekends, and holidays
We've got you covered: Benefits & Perks
- Medical Insurance with Company-Funded HRA
- Dental Insurance
- Vision Insurance
- Flexible Spending Accounts
- Wide-Array of Supplemental Insurance Offerings
- Paid Time Off Programs
- Employee Assistance Program
- 401K Plan – Traditional & Roth Options with Employer Match
- Hotel Discount Travel Program for Associates & Family
- Exclusive Associate Discounts – Travel, Entertainment, & Retail
- Training and Development Programs
- Career Advancement Opportunities
Colwen Hotels is an equal opportunity employer. EEO M/F/D/V
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.