Guest Service Agent - PM

Guest Services Agent DEPARTMENT: Guest Services REPORTS TO: Director of Rooms/Guest Services Manager STATUS: Non-exempt Job Summary The Guest Services Agent is responsible for facilitating an inspired experience for guests & hotel associates alike.
Providing attentive, courteous, and efficient service, communication, and assistance to all guests and hotel associates in-house, including but not limited to: guest check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.
THIS POSITION REQUIRES 2nd SHIFT AND WEEKEND AVAILABILITY PAY RATE: $16.
00 PER HOUR.
BENEFITS AVAILABLE ON THE 1ST DAY OF THE MONTH AFTER HIRE DATE.
Job Qualifications Education & Experience: • College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer knowledge & proficiency required.
• Customer Services experience preferred.
• Valid Driver’s License preferred.
Job Requirements Physical requirements: • Flexible and long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.
• Ability to drive hotel shuttle, pending Motor Vehicle Records check.
General Requirements • Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings, including department meetings, one-on-ones with department managers, and cross-training sessions.
• Maintain regular attendance in compliance with AT Hospitality Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and name tag.
• Comply with AT Hospitality Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc.
from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.
Job Duties and Functions Fundamental Requirements • Greet and welcome all guests approaching the Front Desk in accordance with AT Hospitality standards.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
• Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
• Appropriately collect & process accepted form of guest identification and payment for services.
Perform credit authorizations as necessary in compliance with AT Hospitality and PCI confidentiality standards.
• Responsible for issued house bank.
• Follow all cash handling and credit policies according to AT Hospitality SOPs.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Review & create shift reports, review, comprehend, and retain all posted communications daily.
• Answer inquires from guests regarding local restaurants, transportation, entertainment, etc.
• Be aware of all rates, packages and special promotions offered via TheSummitHotel.
com, in accordance with Revenue Management training.
• Be familiar with all in-house groups & resumes.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Use proper communication etiquette at all times when communicating with other employees, whether it be through phone, email, an app, or radio.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer systems.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Be able to process & analyze relevant operations system reports on in house & arriving guests.
• Maintain a clear understanding of IPrefer Brand standards, rewards programs, promotions, and be able to explain Preferred Hotels information in detail to guests as necessary.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with all in room amenities.
• Operate the hotel shuttle as necessary, transporting hotel guests in a safe, efficient manner.