Position: Guest Service Agent

Job Summary:

The Guest Service Agent will provide exceptional service to the guest, always conveying a warm and friendly attitude. Courteously and efficiently handle guest calls. Proactively provide our guests with personal service and attention that exceeds their expectations.

The Guest Service Agent is responsible for a professional, yet personal and efficient check-in and check- out for each guest of the hotel. Process all payments according to established hotel requirements. Provide information to any guest or visitor inquiries in person or via the telephone. In addition, he/she is expected to complete daily checklists and practice aggressive hospitality and courtesy at all times.

Job Duties: Daily Operations

Following through a checklist, as a Guest Service Agent, your responsibilities will include, but are not limited to the following:

• Constant execution of company standards and policies.
• Answer all incoming calls in an efficient professional manner identifying yourself, following the guest service requirements.
• Process and respond to all emailed and faxed inquiries and reservations in an efficient manner.
• Assist Group Sales with any necessary room assignments day of arrival or with leaflets/information needed to pass on to their groups.
• Block special request reservations and suites.
• Run daily AM and PM reports.
• Responsible for providing prompt yet personal service at all times.
• Approach all encounters with guests, employees and members in a professional and personalized manner.
• Maintain regular attendance in compliance with company standards, as required by scheduling, which will vary according to the needs of the hotel.
• Must have a professional image and personality exuding confidence and leadership skills while encouraging safe and efficient hotel operations.
• Actively participates in daily briefings and meetings.
• Expected to conduct oneself in a discrete manner in all guest areas while on property.
• Ensures that the safety & confidentiality of all matters pertaining to guests and members are met in accordance with hotel standards.
• Know and be able to execute all hotel emergency procedures.
• Understand and communicate promotions and enhancements effectively with Service guests.
• Build rapport with VIPs, distinguished visitors; do a quality assurance follow up with guests after check-in and encourage feedback throughout their stay.
• Offer to handle special arrangements during guest stay; coordinate future visits.
• Actively participate in training and continuing education related to the Front Desk.
• Complete projects in a timely manner as required by management (Guest Service Supervisor, Guest Service Manager, Director of Hotel Operations).
• Have strong knowledge of hotel facilities and services, and local attractions.
• Constant execution of company standards and policies.
• May attend weekly or monthly departmental meetings.
• Maintain a clean and professional work environment at all times.

Qualities of Candidates

• Strong customer service background.
• Ability to use calming interpersonal skills to solve conflict as necessary.
• Uses oral communication to listen and get clarification and responds to all requests in the best tone.
• Exercises clear and informative written communications; edits for spelling and grammar.
• Ability to build and facilitate a positive team spirit.
• Prioritizes and plans work activities; Uses time efficiently.
• Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions.
• Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Meets productivity standards; Completes work in timely manner; striving to increase productivity.
• Able to manage competing demands, frequent changes, delays or unexpected events.
• Holds punctuality in the highest regard; coming to work consistently and on time.
• Follows instructions, responds to management direction and is able to take responsibility for their own actions.

This job description provides a framework for the job; other duties may be assigned as necessary.

Employees must be able to relate to other people beyond giving and receiving of instructions: (a) can get along with co- workers or peers without exhibiting behavioral extremes and (b) respond appropriately to criticism from a supervisor/manager.

Qualifications:

• High school diploma or GED.
• At least two years of related guest service experience, with one year of hotel experience preferred.
• Excellent communications skills in English, in person, on the telephone, and in writing.
• Professional appearance, well-groomed within company guidelines.
• Proficient computer skills.
• Outstanding listening and implementing skills.
• Excellent organizational and time management, decision-making and planning skills.
• Able to multi-task and maintain upbeat and positive working relationships while providing excellent guest service.
• Ability to be a team player and a leader given the time and task.

Physical Requirements:

• On a continuous basis, stand or sit for long periods of time, intermittently twist to reach equipment or supplies, perform simple grasping and fine manipulation; use telephone and computer keyboard on a daily basis.
• The incumbent should be able to stand continuously for 8 hours.
• Incumbent must be able to communicate clearly. Long hours sometimes may be required. Medium work Exerting up to 50 pounds of force occasionally, and/or 30 pounds of force constantly to lift, carry, push, pull, or otherwise move objects.
• Pushing, pulling and lifting objects from lower to higher position or higher to lower position or moving objects horizontally, from position to position and be able to grasp objects while bending, stooping, standing, sitting or walking.
• Will be required to maintain body equilibrium to prevent falling while walking, standing or crouching in narrow, slippery, or erratically moving surfaces.
• Will be required to balance and carry heavy trays of beverages and or food to and from tables.
• Climbing and ascending or descending ladders, stairs and ramps.
• Hearing sounds at normal speaking levels with or without correction with audible alarms sounding.
• Specific vision abilities include close, distance, color, peripheral, depth perception and the ability to adjust focus both indoors and outdoors.
• May occasional travel for training purposes or other business needs.
• May be required to work, in a changing indoor and outdoor environment, such as bright sunlight, noise, wind, rain, cold, snow, heat, smoke etc.
• Must poses sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, calculator, scanners general office equipment and mulita-line telephone.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers, guest, and members.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, and cooperativeness.

This can be a full or part-time position. The schedule will be based on business needs so flexibility in scheduling is required. The Hotel operates 24 hours per day and seven days a week. Including Holidays and weekends. (Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications:

1. High school diploma or GED.
2. At least two years of related guest service experience, with one year of hotel experience preferred.
3. Excellent communications skills in English, in person, on the telephone, and in writing.
4. Professional appearance, well-groomed within company guidelines.
5. Proficient computer skills, with knowledge of Visual One Property Management System preferred.
6. Outstanding listening and implementing skills.
7. Excellent organizational and time management, decision-making and planning skills.
8. Able to multi-task and maintain upbeat and positive working relationships while providing excellent guest service.
9. Ability to be a team player and a leader given the time and task.
10. Preferred experience in PMS Visual One.

This can be a full or part-time position. The schedule will be based on business needs so flexibility in scheduling is required. The Hotel operates 24 hours per day and seven days a week. Including Holidays and weekends.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical - Collects and researches data.
• Design - Demonstrates attention to detail.
• Customer Service Adheres to the Hotels Service standards.
• Interpersonal Skills - Focuses on solving conflict, not blaming.
• Oral Communication - Listens and gets clarification; Responds well to questions.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively.
• Teamwork - Contributes to building a positive team spirit.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Adaptability - Manages competing demands; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; Asks for and offers help when needed.
• This performance requires a high level of situational awareness at all times. Working in/around the parking structure requires a high level of situational awareness as the constant movement of vehicles and other factors can present a severe hazard.

Education and/or Experience: High school diploma or general education degree (GED); or minimum of one-year hotel/resort experience; or equivalent combination of education and experience.

Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on- one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills Proficient with computer systems such as Opera PMS and POS Systems.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms.

May be required on a continuous basis, to stand at a desk for long periods of time in front of a computer screen; intermittently twist to reach equipment or supplies surrounding desk; perform simple grasping and fine manipulation; use telephone and computer keyboard on a daily basis.

1. The incumbent should be able to stand continuously for periods over 1 hour.
2. Incumbent must be able to communicate clearly. Long hours sometimes may be required. Medium work Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force constantly to lift, carry, push, pull, or otherwise move objects.
3. Continual walking.
4. Must be able to convey information and ideas clearly.
5. Must be able to evaluate and select among alternative courses of action quickly and accurately.
6. Must work well in stressful, high-pressure situations.
7. Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers, guest, and members.
8. Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, and cooperativeness.