Guest Services Agent

GUEST SERVICE AGENT City, State: Frederica, Delaware Pay Range: $15/ hour Position Purpose The purpose of a GUEST SERVICE AGENT is to serve as the primary contact for all guests throughout their stay and effectively and efficiently check guests in and out of the hotel. Essential Duties and Responsibilities Operate the front desk according to standard operating procedures and provide exceptional guest service. Operate reservation, check-in and check-out, and credit card systems with accuracy, following all safety and security procedures. Check registration (folio) cards for completeness, accuracy, and legibility. Maintain accurate cash sheets and balance the cash drawer. Operate the switchboard and distribute calls as required by the shift. Take guest messages and faxes accurately, noting date and time, and repeat messages to confirm accuracy. Use the message light to inform guests of a waiting message. Know emergency procedures and respond appropriately. Maintain knowledge of hotel promotions, room rates, and room amenities for guest inquiries. Be familiar with the physical layout of the building, exterior and interior, and nearby services such as shopping, convenience stores, and gas stations. Complete daily reports, audits, and correspondence as required by the shift. Keep lobby and office area clean at all times. Set wake-up calls as dictated by the shift. Prepare the room status sheet for housekeeping and update housekeeping on rooms available to clean after guests checkout or leave for the day. Take and confirm credit card validity and acceptability; secure area if leaving the front desk. Create incident reports for guest injuries or issues when required. Answer all calls within three rings in a scripted manner. Take and record reservations accurately and confirm as requested. Resolve guest complaints. Maintain regular attendance, punctuality, and compliance with work, break, and meal periods. Adhere to a high standard of personal appearance and grooming, including the dress code. Perform any other duties requested by the supervisor. Possess the ability for reasonable accommodations for qualified individuals with disabilities. Desired Competencies, Work Skills, and Knowledge Quality of Work: High accuracy and thoroughness; monitors own work to ensure quality; provides best possible service to customers. Productivity: Meets or exceeds productivity standards; produces adequate volume of work efficiently within specified time. Customer Service Skills: Responds to service requests; demonstrates desire and ability to provide high-quality service to internal and external customers; solicits feedback to improve service. Initiative: Asks for and offers help when needed; involves appropriate people in decision-making. Accountability: Takes responsibility for own actions; works independently with little or no supervision; reliable in task completion and follow-up. Education and Experience Requirements One-year certificate from college or technical school; or 3–6 months related experience and/or training; or equivalent combination of education and experience. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Fluent English speaking ability. Ability to interpret and perform basic computer and POS system functions. Work Environment Indoor work environment. May involve exposure to and use of cleaning chemicals throughout the shift. Typical noise levels of a hotel environment. Physical Demands Stand more than two-thirds of the time. Walk less than one-third of the time. Sit less than one-third of the time. Lift up to 15 lbs. Push or pull up to 10 lbs. Equal Employment Opportunity Our company does not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, or physical or mental disability. Equal employment opportunity will be extended to all persons in all aspects of the employer–associate relationships, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination. Every reasonable accommodation will be offered to disabled associate. Benefits Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid and travel and lodging perks. #J-18808-Ljbffr Stonebridge Companies