Guest Services Agent

Guest Services Agent

Skyview - Los Alamos, CA 93440

Overview

Salary Range $18.00 - $18.00 Hourly Position Type Part Time

Description

The Guest Services Agent at Skyview Los Alamos is the first and often the final impression of the experience, but also an instrumental and responsive team member throughout the guest's stay. Agents complete various basic administrative duties, but the primary focus is ensuring guest satisfaction is maximized. Above all, the Guest Services Agent ensures brand standards of hotel service are met through extensive front desk training on standards of procedures (SOPs) and other systems.

Responsibilities and Duties

• Learn training manuals, checklists and other written SOPs
• Learn how to best describe the hotel, the room types and on-site amenities
• Verify the guest's identity for the stay and ensure guest information remains confidential
• Ensure all guest-facing areas and surfaces are clean and tidy. This pertains to the lobby, lounge and front desk
• Utilize systems to ensure every guest is prepared for, with any notations and actions followed
• Check in every guest to the SOP of the property, while maintaining a unique and personable experience that is memorable to them
• Check out every guest with accuracy on folios with a fond farewell communication
• Follow SOPs in all lost & found items, as well as possible mailing information
• Look for possible maintenance needs before the guest is aware in both rooms and common areas
• Communicate urgent maintenance to management and always use the pass along for record
• Promote sales of rooms, upgrades and packages effectively
• Notify management of low inventory for retail, minibar, and office supplies
• Correspond professionally by email and text
• Foresee operational deficiencies, potential problems and communicate possible solutions to the Skyview management
• Work productively and develop professionally throughout shifts at Skyview Los Alamos
• Provide transportation for hotel and restaurant guests between the lower guest parking lot and the restaurant using the company's electric MOKE vehicle, ensuring a safe, friendly, and welcoming guest experience.
• If working an AM shift, responsible for setup of breakfast by 7am with oversight of stocking breakfast items throughout until 10:30am
• Other duties may be asked of this position by management occasionally

Physical Requirements

• Frequent standing and walking throughout the shift, including moving between the front desk, lobby and other guest areas.
• Ability to walk between the designated parking area and the worksite, including navigating an inclined pathway.
• Ability to navigate the property, which may include uneven surfaces, or outdoor areas.
• Occasional lifting, carrying, pushing, or pulling of items up to approximately 20-25 pounds (e.g. packages, supplies, guest items).
• Frequent use of hands and fingers to operate computers, telephones, key systems and office equipment.
• Ability to read screens, printed materials and reservation details; close and distance vision required.
• Occasional reaching, bending, stooping, or crouching to access materials, assist guests or lightly clean.
• Ability to to sit for prolonged periods at the front desk.
• Ability to work indoors and outdoors, potentially in varying weather conditions and temperatures.
• Must be able to safely operate the company's electric MOKE vehicle on private property and comply with all company vehicle operation and safety policies.

Qualifications

Qualifications

• Previous applicable experience in a hotel is preferred
• Must have a valid Food Handler Card or the ability to obtain one within 30 days of employment; Skyview covers the expense
• Must have a valid Responsible Beverage Server certification or the ability to obtain one within 60 days of employment; Skyview covers the expense
• Strong customer service and interpersonal skills, with the ability to interact professionally with guests and team members
• Strong listening and oral communication skills
• Basic math skills and the ability to process payments, and operate a point-of-sale system (POS) and property management system (PMS)
• Ability to communicate effectively in English; additional languages are a plus
• Ability to work a flexible schedule, including evenings, weekends, and holidays, based on business needs