Guest Service Agent

Description

Position Summary:

Summary: Guest Services Agents are responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest's stay. Guest Services Agents make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to them. Guest Services Agents are also responsible for settling guest accounts upon check-out, resolving guest issues and completing special requests. They work closely with all hotel departments especially our Housekeeping, Concierge, Maintenance and Drivers. Follow company and Hotel policies and procedures.

Must have open availability. We are a 24-hour business.

Must be punctual, and dependable.

Requirements

Must be well organized with the ability to handle a variety of responsibilities and constantly changing priorities, while maintaining an upbeat, customer service focus.

1. Must be a team-oriented individual who enjoys working collaboratively with others, creating a positive and uplifting environment, and communicating effectively at all levels.
2. Must be a flexible, highly customer service and people oriented individual who demonstrates compassion, patience and understanding and is willing to do whatever it takes to provide the highest level of service.
3. Takes pride in personal appearance and professional demeanor.
4. Must be able to work in a fast paced environment providing courteous service and engaging the guests in conversation.
5. Proficient in functionality in MS Word, MS Excel, and MS Outlook.
6. Must be proficient with computer and computer-generated data.
7. A ‘roll up the sleeves’ leader who is detail oriented with a strong work ethic.
8. Someone who is creative yet has common sense and is practical in the real world.
9. Must have basic mathematical skills and basic calculator skills.
10. Capability of building long-term relationships and being part of a rapidly growing business.
11. Personal accountability and pride in results will be important for this executive to possess.
12. Must have the ability to effectively deal with guest or associates in a friendly and positive manner. This involves listening to the nature of concern, demonstrating empathy with the customer, vendor, or associate and providing positive and proactive solutions.
13. Excellent communication skills, public speaking, written and oral, with the ability to customize the message to the audience such as guest, team member, owner, and other stakeholders.
14. Must have analytical and problem solving expertise.
15. Ability to attract, motivate, lead, inspire and direct a talented team
16. Excellent industry reputation and interpersonal communication skills.
17. A strong business orientation, capable of and comfortable with operating in an environment, which places high expectation on integrity and relationship building skills.
18. A good communicator, someone that will keep all parties informed in an organized, coherent manner.
19. Must have the ability to examine financial data and assure accuracy and quality.

PHYSICAL REQUIREMENTS:

Lifting up to 40 lbs.; pushing up to 40 lbs.; pulling up to 40 lbs.; carrying up to 40 lbs.

Mobility -continuous movement throughout department. Continuous standing -100% of shift.

Continually moving at a fast pace

Ability to look at computer screens for extended period of times.

Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95%

Exposure to chemicals.

Prerequisites:

High- School graduate or equivalent

Must be able to speak, read, write, and understand the primary languages used in the work place.

University degree in hospitality, and/or CHA, preferred

Minimum of one (1) year of work experience in the hotel industry, with Front Office/ Guest Services background

A track record of successful customer service