Guest Services Agent

Guest Services AgentSouthall is a premier destination bringing nature, produce and people together in a powerful and unique way.The Guest Services Agent will greet and register guests and provide the highest level of service to provide an exceptional stay.ResponsibilitiesGreet customers immediately with a friendly and sincere welcomeUse a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractionsComplete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rateComplete Night AuditMake appropriate selection of rooms based on guest needsCode electronic keysNon-verbally confirm the room number and rateRequires continual standing and movement throughout front office areaVerify and accurately imprint credit cards for authorization using electronic acceptance methodsHandle cash, make change and balance an assigned house bankAccept and accurately record vouchers, traveler's checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculatorPost charges to guest rooms and house accounts using the computerPromptly answer the telephone using positive and clear English communicationInput messages into the computerRetrieve messages and communicate the content to the guestRetrieve mail, small packages and facsimiles for customers as requestedClose guest accounts at time of check out and ascertain satisfactionIn the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowancesRemain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issuesField guest complaints, conducted through research to develop the most effective solutions and negotiate resultsListen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etcRemain calm and alert especially during emergency situations and heavy hotel activityPlan and implement detailed steps by using experienced judgment and discretionRegular attendance in conformance with the standards, which may be established by Southall from time to time, is essential to the successful performance of this positionEmployees with irregular attendance will be subject to disciplinary action, up to and including termination of employmentDue to the cyclical nature of the hospitality industry, employees may be required to work varied schedules to reflect the business needs of the hotelSummon front service/bell assistance to escort guests to their rooms as appropriateOperate facsimile machine to send, receive, and log incoming transmissionsWhen possible, hand- deliver incoming faxes using the message function of the computerUse the photocopier to make copies and scans of items as requiredProvide instruction and/or guidance for guest and employee safety in fire or other emergency situationsMaintain familiarity with all property functions and outlet operations to market property to guests in a positive mannerDirects guest flow through hotel giving assistance and directions to restaurant and other guest / client facilitiesListen and respond to guest inquiries using a positive, clear speaking voiceAnswer questions and offer assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.Other duties as assigned by the supervisor such as assisting PBX operators or reservations agentsPerform additional duties and projects as assigned by Southall LeadershipRequirementsConsiderable skill in the use of a calculator to prepare moderately complex mathematical calculations without errorAbility to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflictsAbility to stand and move throughout front office and continuously perform essential job functionsAbility to read, listen, and communicate effectively in English, both verbally and in writingAbility to access and accurately input information using a moderately complex computer systemHearing and visual ability to observe and detect signs of emergency situationsAny combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilitiesIndividuals are required to meet the minimum bonding standardsAll employees must maintain a neat, clean, and well-groomed appearance (specific standards available)High School diploma preferredOur BenefitsCompetitive compensation packageMedical, dental, vision, short and long-term disability, company-provided life insuranceGenerous paid time off accruals9 paid holidays annuallyWeekly pay401k and company matchEducation reimbursementBest-in-class Employee Assistance ProgramFree weekly outdoor activities and wellness classes30% internal discountsFresh and free daily mealBountiful internal growth opportunitiesOur TeamAssembled intentionally with dynamic expertise, the Southall team is offered the unique opportunity to learn humbly with, and from, each other. We invest in a growth mindset and take it upon ourselves to strengthen our knowledge and grit daily. We honor the cycles of nature, get our hands dirty and taste the earth's bounty in an effort to connect with the land.We plan with purpose, seeing past the present day and seeking to consider the planet with each step. We embrace a blend of ancient techniques and modern technologies in our practice of sustainability. We celebrate ingenuity and resourcefulness and approach our roles through the eyes of an entrepreneur, looking beyond our respective corners to the big picture.Acting with intention, we approach each day with gratitude for the opportunity to serve our guests and each other. A humble holder of our Michelin Key, our team strives to provide a level of luxury that feels effortless and sincere, infusing wellness at every turn. The Southall team cares for our visitors with the same caliber of kindness and respect as we care for the humans that work alongside us.Southall Farm and Inn is committed to a diverse and inclusive workplace. Southall provides equal employment opportunities to applicants and employees and does not discriminate on the basis of age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.