Guest Services Agent

Job Description

Job Description

Description:

Position: Guest Services Agent 

Reports To: Front Office Manager

FLSA Status: Non-Exempt

Job Summary: Functions as frontline customer service representative ensuring guest satisfaction from the time the guest begins their interaction with, or arrives at the Lodge, during their stay and until they check out; serves as the main point of contact for all guest expectations, requests, and needs; represents POSTOAK at the highest levels of customer service and hospitality.

Guest Services Agent Essential Duties and Responsibilities include the following; however, other duties may be assigned:

§ Ensures guests receive professional, efficient, prompt and courteous service.

§ Greets, registers, and assigns rooms and keys to guests in an efficient and friendly manner.

§ Answers telephones promptly, receives messages, and accurately relays messages.

§ Maintains knowledge of and answers questions regarding hotel services and amenities; registration and room rates; scheduled daily group activities; area shopping, dining, entertainment; and assists with directions.

§ Learns and masters the phone system, property management system, CRM system, Point of Sale System, remote control room temperature system, and other technology and software needs as required.

§ Develops a thorough knowledge of lodge staff, room locations, rates, types, amenities and selling strategies.

§ Ensures credit cards, cash, and change funds are accurately received balanced throughout each shift. Accurately uses Point of Sale System.

§ Receives and records package deliveries per policy.

§ Delivers continental breakfast and other guest items to lodges as needed.

§ Processes continental breakfast requests to the culinary department.

§ Learns and sets up basic audio-visual for banquet rooms as needed.

§ Creates and posts signage for group events.

§ Keeps common area and front desk area clean and neat.

§ Communicates guest needs to departments or employees regarding special requests.

§ Promptly responds to and resolves guest issues and complaints. Ensures guest satisfaction.

§ Greets contractors and vendors and assists with receipt of deliveries as needed.

§ Responds to requests, needs, and job function with thoroughness and a sense of urgency.

§ Maintains a sanitary and clean workspace, including but not limited to the front desk and office areas.

§ Communicates and assists in ensuring office supplies are available and stocked, including but not limited to, pens/pencils, staples, paper, toner, etc.

§ Assists with training new Guest Services Agent(s) and Night Audit(s) as instructed by management.

§ Reports Lost and Found items to management immediately and adheres to policies and procedures.

§ Actively builds relationships with team members and is a team player. Treats all employees, managers, venders, and guests with respect.

§ Dresses professionally in accordance with company dress code and area uniform requirements.

§ Attends all required company training programs and meetings.

§ Follows instructions and responds to management direction.

§ Writes and receives accurate payments. Processes payments according to Point of Sale System.

§ Maintains cleanliness and organization of assigned areas. Removes trash regularly and safely.

§ Develops and maintains a working knowledge of the Employee Handbook.

§ Actively and immediately reports suspected theft, fraud, or falsifications to management.

§ Set up event rooms in accordance with BEOs and support banquet team in operations as needed.

§ Ability to perform all job functions and responsibilities.

§ Assists in other tasks, duties, or projects as assigned by management.

Qualifications: To perform this job successfully, an individual must be able to perform all essential duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience: 6 months in customer service, hospitality industry or hospitality educational program preferred.

Education: High school diploma or GED.

License Requirements: The employee must possess a valid driver’s license, valid insurance, and must be

approved to drive by Human Resources.

Computer Skills: Ability to use Microsoft Windows, Microsoft Office, and related standard programs. Ability to learn and navigate hospitality programs, point of sales systems, customer relationship management programs and property management systems, booking engines and the interfaces between such.

Language: Ability to read and comprehend simple instructions, safety rules, cleaning labels, Safety Data Sheets, the Employee Handbook, other Company policies and procedures, short correspondence, memos, and documents. Ability to write simple correspondence. Ability to listen and comprehend, and present information to guests, co-workers, and management.

Math Skills: Ability to calculate figures and amounts such as discounts; proportions; percentages; count change; handle cash; and ability to apply concepts of basic algebra and geometry.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands: Ability to stand and/or walk for a prolonged period of time. Ability to lift and/or move up to 75 pounds. Ability to reach, stoop, and/or crouch; use hands to finger, handle, or feel; reach