Job Details

Guest Service Agent

The Guest Service Agent is responsible for providing consistent excellent service to guests and clients before arrival, upon arrival, and during their stay, from check-in to checkout. This employee will be responsible for registration, checkout, and cashiering.

Responsibilities:

• Registration: Welcome and register guests expeditiously; provide information to guests as needed; and confirm/modify information required to complete the registration process per hotel procedures.
• Guest Support: Answer all guest questions accurately and resolve problems in a timely manner to ensure guest satisfaction.
• Revenue & Upselling: Upsell guest rooms, food & beverage outlets (if applicable), and seasonal hotel promotions.
• Guest Services: Make restaurant, transportation, and/or entertainment reservations for guests, provide other concierge services as requested, and maintain thorough knowledge of hotel amenities, company information, and the local area and attractions.
• Communication: Communicate with other hotel departments to maintain a high level of guest satisfaction; review the Front Desk log when coming on shift and record pertinent information as needed throughout the shift.
• Responsiveness: Respond quickly to guest requests in a friendly manner and follow up to ensure satisfaction.
• Hotel Knowledge: Maintain a deep understanding of hotel history, services, facility information, rates, and packages.
• Security: Manage and control the security of hotel room keys and always maintain the confidentiality of guests.
• Service Standards: Display a customer service attitude that goes above and beyond for our guests to help achieve positive guest scores and ratings.
• Administrative: Process mail, messages, faxes, and packages. Complete tasks on the daily checklist and maintain knowledge of daily groups and functions in the hotel.
• Cashiering & Finance: Manage cash/credit transactions and maintain a personal bank. Accept payment for guest accounts including third-party and advance purchase reservations.
• Reporting: Maintain a house bank, make deposits, and provide accurate reports of receipts daily. Accurately complete all shift work and reports, balancing workflow and paperwork by the end of the shift.
• Maintenance: Maintain cleanliness of work areas throughout the day, including the lobby area and coffee/water stations if applicable.
• Teamwork: Develop and maintain positive working relationships with others and support the team to reach goals.

Required Skills/Abilities:

• Experience: Must have previous experience working in a luxury hotel environment.
• Flexibility: Must be able to work flexible shifts, including weekends and holidays.
• Communication: Excellent verbal and written communication skills.
• Math & Tech: Knowledge of basic math and analytical skills. Must possess basic computational ability and basic computer skills.
• Software: Ability to work on PMS (Property Management System) software. Experience with Opera is a plus.
• Problem Solving: Strong analytical and problem-solving skills.
• Physical: Must be able to stand for up to 8 hours at a time while maintaining a positive attitude

EOE: Northview Hotel Group is an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on any characteristic as outlined by federal, state, or local laws.