Guest Services Representative (Part Time)

POSITION SUMMARY: The Guest Service Agent is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy

Our Why As humble ambassadors of our namesake city, we prioritize quality, kindness, and inclusivity so all feel welcome

Our Core Values:

INSPIRE WONDER Innovation and Creativity | Surprise and Delight
SHOW HOSPITALITY Inclusive Culture | Home Away from Home | Create Positive Connections
PURSUE EXCELLENCE Exceptional Experiences | Attention to Detail | Focus on Quality
DEMONSTRATE INTENTIONALITY Empathetic Engagement | Anticipatory Service | Sense of Ownership
CULTIVATE COMMUNITY Team Collaboration | Community Engagement | Take Time to Celebrate
DUTIES AND RESPONSIBILITIES:

• Register guests and assigns rooms. Accommodates special requests whenever possible
• Thoroughly understands and adheres to proper credit, check- cashing, and cash handling policies and procedures
• Understands room status and room status tracking
• Knows room locations, types of rooms available, and room rates
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel
• Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms
• Takes room reservations. Knows cancellation procedures
• Expert in hotel PMS software
• Process guest check-outs
• Uses proper telephone etiquette
• Ensures interdepartmental pass-on is accurate and updated each shift and is aware of daily activities and meetings taking place in the hotel
• Attends department meetings
• Reports any unusual occurrences or requests to the Front Office Supervisor or Front Office Manager
• Knows all safety and emergency procedures, Is aware of accident prevention policies
• Maintains the cleanliness and neatness of the front desk area
• Flexible with scheduling to accommodate business needs

DUTIES AND RESPONSIBILITIES:

• Follows all established front desk procedures in carrying out assigned duties
• Provides high level service while registering guests in a prompt, efficient and courteous manner
• Handle guest accounts properly including posting of charges, and collection of payment. Maintain strict guest security in controlling keys, issuing keys, and divulging guest information
• Knowledgeable of property information (hours of operations, activities, etc.) and provide accurate information of surrounding area
• Responsible to receive a guest’s request or complaint; own it and follow up to verify the request or problem has been resolved to the guest’s satisfaction; involve the supervisor as necessary
• Work closely with the housekeeping department to keep status of rooms current and up to date
• Work with Bell staff to assist guests with requests as needed
• Maintain bank with accuracy and security, close out at end of shift bank, balance and deposit
• Ability to shift priorities and duties as directed by supervisor
• Other duties as assigned

QUALIFICATIONS:

• A commitment to providing outstanding customer service
• Basic knowledge of office equipment required to perform the job
• Ability to establish and maintain effective working relationships with co-workers and leaders
• Strong problem-solving skills
• Capable of seeing a task through to completion
• Strong organizational skills
• Must possess basic computer skills
• Available to work a flexible schedule including evenings, weekends, and holidays
• Good knowledge of the English language is mandatory as well as the ability to speak, read and write clearly. Must be able to read and listen to instructions, memos, short correspondences, and messages. Bi-lingual a plus

EDUCATION: High School diploma, general education degree or international equivalent required
EXPERIENCE:

• Minimum of (2) two years of Customer Service experience, preferably in a resort/hotel Front Office environment preferred
• Opera PMS experience preferred

PHYSICAL ABILITY:

• Ability to be on your feet and alert for extended periods of time
• Ability to lift up to 25 lbs. as needed
• Continuous use of hands and arms
• Continuous bending, reaching, and twisting
• Maintains strong personal image and uniform standards