Guest Service Agent

The Guest Service Agent is the first point of contact for our guests, playing a crucial role in creating a positive and welcoming experience. This multifaceted position encompasses traditional front desk responsibilities, including check-in/check-out, guest inquiries, and issue resolution, while also extending to behind-the-scenes support by efficiently handling guest calls and ensuring seamless communication throughout their stay. The ideal candidate is a highly organized, customer-focused individual with excellent communication skills and a passion for exceeding guest expectations.

Essential Functions:

• Guest Check-in and Check-out: Efficiently and accurately process guest arrivals and departures, including verifying identification, processing payments, issuing room keys, and providing necessary information about the hotel and local area.
• Guest Communication (Phone & In-Person): Professionally and promptly answer incoming phone calls, providing information, taking reservations, directing calls, and addressing guest requests and concerns.
• Information Provision: Serve as a knowledgeable resource for guests, providing accurate information about hotel services, amenities, local attractions, directions, and transportation options.
• Guest Issue Resolution: Listen empathetically to guest complaints and concerns, investigate and resolve issues effectively and efficiently, and escalate complex situations to the appropriate manager when necessary.
• Reservation Management: Accurately process new reservations, modifications, and cancellations according to hotel policies and procedures.
• Payment Processing: Handle cash, credit card, and other forms of payment accurately and securely, ensuring proper posting and balancing of accounts.
• Maintaining Guest Records: Update and maintain accurate guest information in the hotel's property management system (PMS).
• Mail and Message Handling: Receive, sort, and distribute guest mail, packages, and messages promptly and accurately.
• Maintaining Lobby Appearance: Ensure the front desk and lobby area are clean, organized, and presentable at all times.
• Security Awareness: Be vigilant and report any suspicious activity or security concerns to management.
• Emergency Procedures: Understand and follow established emergency procedures.

Other Tasks:

• Assist with concierge services, such as arranging transportation, making restaurant reservations, and providing recommendations.
• Prepare daily reports and perform end-of-shift procedures.
• Collaborate effectively with other hotel departments (e.g., Housekeeping, Food & Beverage, Maintenance) to ensure guest satisfaction.
• Assist with inventory and ordering of front office supplies.
• Participate in training sessions and meetings as required.
• Perform other duties as assigned by management.

Core Competencies:

• Customer Focus: Demonstrates a genuine desire to understand and meet guest needs, consistently striving to provide exceptional service.
• Communication Skills (Verbal & Written): Possesses excellent verbal and written communication skills, with the ability to articulate information clearly and professionally,both in person and over the phone.
• Problem-Solving: Effectively identifies and analyzes problems, develops creative solutions, and takes appropriate action to resolve issues efficiently.
• Organization and Time Management: Demonstrates strong organizational skills and the ability to prioritize tasks, manage time effectively, and handle multiple responsibilities simultaneously.
• Attention to Detail: Pays close attention to accuracy and completeness in all tasks, ensuring information is correct and procedures are followed precisely.
• Professionalism: Maintains a professional appearance, demeanor, and ethical conduct at all times.
• Teamwork: Collaborates effectively with colleagues and other departments to achieve common goals.
• Adaptability and Flexibility: Adjusts readily to changing situations and demands, remaining calm and effective in a fast-paced environment.
• Integrity and Trust: Demonstrates honesty, trustworthiness, and respect for guest privacy and confidentiality.
• Technical Proficiency: Possesses basic computer skills and the ability to learn and navigate hotel property management systems (PMS) and other relevant software.

Qualifications:

• High school diploma or equivalent required. Associate's degree in hospitality or a related field preferred.
• One year of experience in a customer service role, preferably in a hotel or hospitality environment.
• Excellent telephone etiquette and a professional phone voice.
• Ability to work a flexible schedule, including days, evenings, weekends, and holidays.
• Fluency in English is required. Bilingual skills are a plus.

Physical Requirements:

• Ability to stand and walk for extended periods.
• Ability to lift and carry up to 50 pounds occasionally.
• Ability to bend, stoop, and reach.
• Visual acuity to read and review information on a computer screen.
• Auditory acuity to hear and understand phone conversations and guest requests.

DEI and ESG:

We are committed to Diversity, Equity, and Inclusion. It starts with a culture of acceptance and continues with the hard work of going beyond lip service. It includes outreach and education, and most importantly action. You can feel proud to know you are joining a company which understands the importance of its responsibility and the decisions we make have been and will continue to be the greater environmental and societal impact in mind.