As a Guest Services Agent, you will be the face of the hotel and will be required to provide guests with exceptional customer service both in person and over the phone. You are the ambassador of the hotel during a guest’s stay which means offering a warm welcome when they arrive, providing information about the local area, informing guests of hotel amenities and any important details they will need throughout their stay.
Primary Responsibilities:
· Provides and displays excellent guest service skills, as per Choice standards.
· Provides superior guest service upon check-in and check-out of each guest.
· Responds to guest problems in a timely and qualified manner, utilizing the empowerment process.
· Completes daily shift task lists and audit reports.
· Provides information to guests about the procedures, policies and facilities of the hotel.
· Answers phone calls and takes messages on behalf of guests.
· Maintains rate and inventory levels.
· Provides operational support to all departments.
· Ensures guest safety and security by maintaining confidentiality of guest information,
and handling guestroom keys and safety deposit boxes in a professional manner.
· Maintains guest accounts.
· Complete payments and reconcillation.
· Undertakes special projects and other duties as assigned.
Qualifications:
Completion of high school diploma or equivalency
Prior front desk experience is an asset
Skills:
Excellent communication skills English
Excellent organizational, interpersonal, and administrative skills
Proficient or familiar with computerized systems
Demonstrated knowledge of guest service and a genuine desire to exceed guest expectations
Present a high degree of professional work ethic and image
Availability to work day, evening, and night shifts any day of the week including weekends and holidays
Physical Demands:
Carrying or lifting items weighing up to 50 pounds