Guest Service Agent

Job Description

Job Description

Guest Service Agent/Front Desk Agent 

Franklin Staybridge Suites by IHG

Full Time and Part Time Opportunities Available!

Do you have a genuine warmth and helpful nature? Do you understand the importance of a great first impression? Do you enjoy making others smile? We are hiring for a Guest Service Agent/Front Desk Agent! 

What We Offer: 

• Career advancement opportunities
• Employee discounts
• Competitive pay
• Daily Pay
• Flexible work schedule
• Comprehensive benefits for you and your family including (medical, vision, dental, 401k, Profit Sharing)
• Paid vacation

SUMMARY 

Accommodates guests of the hotel by performing the following duties

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty 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.

ESSENTIAL JOB FUNCTIONS

• Greets, registers, and assigns rooms to guests

• Handles confidential information, including guest records, with a high degree of integrity 

• Promptly and effectively deals with guest requests and complaints

• Answers and routes calls as appropriate; takes guest messages with accuracy

• Responsible for cash drawer contents and transactions during shift 

• Maintains accurate records including cash flows, registration card, reservation cards, and property walks 

• Assists with sales and marketing efforts as directed by the General Manager

• Offers and properly handles requests for wake-up calls

• Records pertinent guest information in the pass-on log • Replenishes continental breakfast as needed and keeps area clean 

• Ensures common area/lobby is clean 

• Performs laundry functions as directed

• All other duties as assigned

COMPETENCY 

To perform the job successfully, an individual should demonstrate the following competencies: 

• Problem Solving – Identifies and resolves problems in a timely manner

• Customer Service – Responds promptly to customer need; Responds to requests for service and assistance

• Team Work – Contributes to building a positive team spirit

• Diversity – Shows respect and sensitivity for cultural differences; Promotes a harassment free environment 

• Organizational Support – Follows policies and procedures including but not limited to, dress code policies

• Adaptability – Able to deal with frequent change, delays, or unexpected events • Attendance/Punctuality – Is consistently at work and on time 

• Dependability – Follows instructions, responds to management direction; completes tasks on time or notifies appropriate person with alternative plan

• Initiative – Asks for and offers help when needed 

• Planning/Organizing – Prioritizes and plans work activities; uses time efficiently • Professionalism – Treats others with respect and consideration regardless of their status or position 

• Quality – Demonstrates accuracy and thoroughness; applies feedback to improve performance; Monitors own work to ensure quality 

• Quantity – Meets productivity standards; Completes work in timely manner

• Safety & Security – Observes safety and security procedure; Reports potentially unsafe conditions; Uses equipment and materials properly

What we are looking for: 

• 0 – 1+ year of customer service experience 
• Passionate about hospitality and creating an exceptional guest experience.  
• Ability to handle confidential information, including guest records, with a high degree of integrity.
• Ability to answer and route calls as appropriate; takes guest messages with accuracy.

• All other duties as assigned.

Qualifications

Education

Preferred

• High School degree or better