Guest Services Agent

Are you outgoing and energetic? If so, this is for you!!

Eastland Suites is now seeking a Guest Agent to join our team!


Our Guest Service Agents represents the hotel throughout all stages of the guest's stay. We strive to increase customer satisfaction by providing efficient and courteous Front Desk service in accordance with the standards of Eastland Suites Hotel and Conference Center and Tentac Enterprises. The Guest Service Agent provides consistent service that will exceed both internal and external guests' expectations.


Benefits:

Employer Paid Life Insurance

Employer Paid Long Term Disability

Employer Paid Short Term Disability

Paid Time Off


Medical


Dental


Vision


401K with employer match

Flexible Spending Accounts (FSA)

Voluntary Accident Coverage

Voluntary Critical Illness Coverage

Voluntary Life Insurance

Job Title: Guest Service Agent-Bloomington Illinois


Department: Guest Services

Reports To: Guest Service Manager

General Summary:

Represent the hotel to the guest throughout all stages of the guest's stay and increase customer satisfaction by providing efficient and courteous Front Desk service in accordance with the standards of Eastland Suites Hotel & Conference Center-Trademark by Wyndham and Tentac Enterprises.


Essential Functions:

• Provide quality service to the customer by responding to their requests promptly, efficiently, and courteously during check-in, check-out and throughout stay
• Knows the location and types of available rooms as well as the activities and services of the property
• Retain current clients and grow client base
• Schedule and drive shuttle and limo service to and from area locations
• Answers incoming phone calls, processes reservation/cancellation/modification requests, and transfers calls to appropriate departments
• Keep diary log throughout day to communicate with guest service agents on different shifts.
• Performs cashiering tasks like bill / invoice settlement, posting charges to the guest, paid out's
• Sort mail and distribute mail for hotel and extended stay guests
• Completes all tasks assigned in the daily task log
• Reports any unusual occurrences or requests to the manager or assistant manager
• Maintains the cleanliness and neatness of the front desk area
• Handle and store luggage
• Communicate with supervisors and co-workers and clients in a courteous manner at all times

Supporting Functions:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions. Uses suggestive selling skills and company sales programs to maximize revenue and occupancy levels

• Keep sundries area stocked
• Walk property and record any maintenance and security issues
• Works closely with the housekeeping and maintenance department in the keeping room status reports up to date and coordinates requests for maintenance and repair work
• Knows all safety and emergency procedures, is aware of accident prevention policies
• Communicate with the other hotels in the city on a daily basis for occupancy percentages
• Offer referral for services and handle requests for information
• Know general knowledge of community events and locations
• Maintains a favorable working relationship with all other company employees
• Other duties as assigned by the Supervisor

Specific Job Knowledge, Skills and Ability:

• Working knowledge of all services and facilities of the hotel
• Ability to assist hotel guests in an effective manner
• Ability to fully follow supervisor's directions
• Ability to remember and recite company promotions and information

Qualification Standards

Communication:

Strong communication skills; including the ability to deal effectively with vastly diverse groups of people and guests

Education:

Any combination of education and experience equivalent provides the required knowledge, skills, and abilities.

Computer Skills:

Microsoft Word, Microsoft Excel, and Outlook

Experience:

Preferred: Front desk experience or other experience in the hospitality field.

Licenses or Certificates:

Valid Driver's License that meets company driving record policy.


Grooming:

All employees must maintain a neat, clean and well-groomed appearance including hair color.

Physical Requirements

• Ability to stand for 90% of the work day.
• Reaching by extending hand(s) or arm(s) in any direction.
• Ability to carry items weighing up to 30 pounds without assistance.
• Finger dexterity required to manipulate objects with fingers rather than with the whole hand(s) or arm(s), for example, using a keyboard.
• Ability to move about.
• Ability to see within normal parameters.
• Ability to hear within normal range.

This description is a general statement of required major duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned.

It is the policy of Tentac Enterprises to comply with all federal and state laws concerning the employment of individuals with disabilities and to act in accordance with regulations and guidance issued by the Equal Employment Opportunity Commission (EEOC)

Tentac Enterprises provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Effective Date: 2.8.24