Guest Services Agent

Guest Services Agent

The Westin Edina Galleria - Edina, MN 55435

Salary Range $17.00 - $18.00 Hourly Position Type Full Time Job Shift AM/PM Education Level High School or Equivalent Travel Percentage None Category Hospitality - Hotel

Description

Benefits include medical, dental, vision, pet insurance, employer paid life/LTD, fully vested 401k, employee assistance program, PTO, holiday pay (hourly), recognition program, volunteer initiatives, Marriott Hotel travel discounts, and tuition reimbursement program.

Position Overview

The Guest Services Agent is responsible for servicing guest needs before, during, and after their stay. They must be knowledgeable of all activities and areas inside of the hotel and in the surrounding area. The Guest Services Agent is responsible for the immediate needs of each guest with follow-through attention throughout their stay in an effort to provide an elevated stay to maintain the highest level of guest satisfaction.

Duties and Responsibilities

• Perform all front office assigned functions to prepare and execute the ideal experience to guests.
• Anticipate guests' needs and respond promptly and acknowledge all guests, however busy and regardless of time of day.
• Responsible for the check-in/check-out of all guests.
• Maintain the highest quality database of guest history, preferences, and information.
• Provide quality and genuine service by responding to guests and team members promptly, efficiently, and courteously.
• Ensure the safety and well-being of guests and co-workers by maintaining a knowledge of crisis and emergency procedures.
• Ensure inter-departmental communication and cooperation in the interest of better guest satisfaction.
• Be knowledgeable of the hotel and surrounding area.
• Stay current with hotel procedures by attending each pre-shift and departmental meeting set.
• Ensure standards are maintained at the highest level.
• Responsible to achieve and maintain a high guest retention ratio and high guest satisfaction scores.
• Maintain confidentiality of guest information and pertinent hotel data.
• Keep work area and public areas neat and tidy at all times.
• Maintain a professional and personable appearance at all times, according to hotel standards.
• Successfully achieve the hotel's core values of ownership, innovation, craft, respect, and community.
• All other duties as requested.

Qualifications

• Minimum two years' experience in a guest services position with a full-service hotel.
• Must have high school diploma or the equivalent.
• Must be able to perform job functions with attention to detail and speed and accuracy with the ability to remain calm and resolve problems using good judgment.
• Ability to work effectively with co-workers as part of a team and with minimal supervision.
• Strong computer skills, including Microsoft Office, property management systems, and other communication platforms.
• Good reading, writing, and oral proficiency in the English language.
• Flexibility to work a varied schedule, which may include weekends and holidays.
• Ability to lift and carry up to 40 pounds on own and up to 100 pounds with assistance.
• Ability to stand for entire shift.
• Requires writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability, and visual acuity.

We are an equal opportunity employer and consider all qualified applicants without regard to legally protected characteristics. Employment decisions are made based on qualifications, merit, and business need. Reasonable accommodation(s) may be provided through the interactive process to enable qualified applicants and associates to perform the essential functions of the position.

Offers of employment are contingent upon the successful completion of a background check, and we participate in E-Verify to confirm employment eligibility.