Guest Services Agent

The Guest Services Agent at Granada Hotel & Bistro is the first and often the final impression of the guest experience, but also an instrumental and responsive team member throughout the guest’s stay. Agents complete various basic administrative duties, but the primary focus is ensuring guest satisfaction is maximized. The Guest Services Agent ensures hotel service and guest experience brand standards are met.

Responsibilities and Duties

• Check guests in and out following procedures for confidentiality, billing and proper guest communications
• Follow training manuals, checklists and other written SOPs
• Describe the hotel, the room types and onsite amenities
• Manage in person guest communications and phone calls in a professional and timely manner
• Ensure all guestfacing areas and surfaces are clean and tidy. This pertains to the lobby, lounge and front desk
• Utilize systems to ensure every guest is prepared for, with any notations and actions followed
• Check in every guest to the SOP of the property, while maintaining a unique and personable experience.
• Check out every guest with accuracy on folios with a fond farewell communication
• Follow SOPs in all lost & found items, as well as possible mailing information
• Look for possible maintenance needs before the guest is aware in both rooms and common areas
• Communicate urgent maintenance needs to management and always use the pass along for record
• Promote upgrades and packages to enhance the guest's experience
• Make room sales
• Communicate low quantities of retail items, mini bar items or office supply items with management
• Correspond professionally by email and text
• Foresee operational deficiencies, potential problems and communicate possible solutions to your supervisor
• Work productively and develop professionally throughout shifts
• Check rooms prior to guest arrival and restock mini bar
• Set up and service the continental breakfast area
• Perform other duties as assigned
  
  

Qualifications

• Previous applicable experience in a hotel is preferred
• Must have a valid Food Handler Card or the ability to obtain one within 30 days of employment; Granada covers the expense
• Strong customer service and interpersonal skills, with the ability to interact professionally with guests and team members
• Strong listening and oral communication skills
• Basic math skills and the ability to process payments, and operate a pointofsale system (POS) and property management system (PMS)
• Ability to communicate effectively in English; additional languages are a plus
• Ability to work a flexible schedule, including evenings, weekends, and holidays, based on business needs
  
  

Physical Requirements

• Ability to stand and walk frequently throughout the shift, including moving between the front desk, lobby and other guest areas.
• Must be able to safely climb and descend stairs throughout the workday to access guest rooms and other work areas.
• Ability to navigate the property, which may include uneven surfaces, or outdoor areas
• Occasional lifting, carrying, pushing, or pulling of items up to approximately 2025 pounds (e.g. packages, supplies, guest items).
• Frequent use of hands and fingers to operate computers, telephones, key systems and office equipment.
• Ability to read screens, printed materials and reservation details; close and distance vision required.
• Occasional reaching, bending, stooping, or crouching to access materials, assist guests or lightly clean
• Ability to to stand or sit on a stool for prolonged periods at the front desk
• Ability to work indoors and outdoors, potentially in varying weather conditions and temperatures
  
  

Upon employment, submission of satisfactory proof of your identity and your legal authorization to work in the United States is required.

Granada Hotel and Bistro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, ancestry, national origin, religion, creed, age (40 and over), disability (mental & physical), sex, gender, sexual orientation, gender identity, gender expression, medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by federal, state or local laws.