Guest Services Agent

Front Desk Agent

Master multitasker. Memory Maker. No two days are the same: delight, problem solve, and make the day for our incredible guests. You thrive in a fast-paced and dynamic environment, responsible for efficiently handling guest check-in and check-out processes including room credits, keys, guest issue resolution and special requests. Support the Guest Services and the Front Office team with financial and service-related tasks to create unique and meaningful experiences for guests who can't wait to return.

Let's start off with the most important part - what's in it for you:

The Perks

*Eligibility of perks is dependent upon job status

• Hourly Pay: $18.00
• Get Paid Daily (Make any day payday)
• Paid Time off & Holiday Pay (Because Balance Matters)
• Benefits - Medical, Dental, Vision, Disability, 401K
• HSA/FSA Plans -with employer contribution
• Values Based Culture (#OMGLIFE)
• Culture Add (Creating Space for Fresh Perspectives)
• Referral Bonus (Get Paid to Recruit)
• Discounted Lodging, Dining, Spa, Golf, and Retail (Yes, Discounted Travel!)
• Employee Assistance Program
• "Columbia Cares" Volunteer Opportunities
• Committee Participation Opportunities (Fun, Philanthropic, Diversity/Equity/Inclusion)
• Task Force Work Opportunities (Grow your career in idyllic locations across the globe)
• Online Learning Platform to Help You Grow!
• Third Party Perks (Including discounts on Pet Insurance, Rental Cars, Movie and Concert Tickets, Theme Park and Attractions & so much more)

Our Commitment to you:

"People never forget how you made them feel." Maya Angelou's famous statement serves as a rallying cry throughout Columbia Hospitality and fuels our collective drive - and success.

Our people are our purpose, and our brand is our people. We seek extraordinary individuals who drive our brand promise of Creating Exceptional Experiences. We are a people-first organization, ignited from the inside to succeed on the outside. We are a tight-knit, inclusive, values-driven team and we trust one another to have each other's backs. We show up every day with open hearts, an inclusive mindset, and genuine respect for those around us. We have fun, grow together, and strive to leave a positive lasting impression on everyone we meet.

What Success Looks Like:

Your Impact

• Possesses a working knowledge of the front desk, efficiently handling the check-in and checkout processes according to hotel procedures and standards.
• Establishes appropriate credit at time of guest check-in; issues room keys and familiarizes guests with the services and areas of the property.
• Be knowledgeable and proficient with the property management system.
• Operate the PBX and Radio paging system according to procedures.
• Ensuring guest and employee needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable.
• Ensuring proper execution of VIP requirements, including room requests, amenity placement, welcome letters, gifts, etc.
• Organize New Agent trainings, ensuring new agents quickly and efficiently learn programs and SOPs.
• Have regular check ins with FDAs and help to ensure Agents are efficient, confident, and knowledgeable in the Lodge and it's policies and procedures.
• Maintaining an up to date working knowledge of all property amenities as well as any special events.
• Following all company policies and procedures; reporting accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional.
• Manages guest issues effectively, keeping in mind both the guest's needs and business objectives.
• Use discretion and professionalism in resolving guest conflicts and use good judgement to consult with management if assistance or follow-up is needed.
• Developing and maintaining positive working relationships with others; support team to reach common goals.
• Familiarizing themselves and learn Supervisor tasks. Assist with supervisor tasks as needed.

What You Bring

• Previous hospitality or customer service experience preferred.
• Previous experience in cash handling & computerized Point of Sale system preferred.
• Strong written and verbal communication skills required

Don't meet every single requirement? At Columbia Hospitality we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.