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Guest Service Agent

Job Summary

Our waterfront hotel requires the talents and skills of an experienced Front Desk Agent. The successful candidate should be outgoing and friendly with a warm personality and a natural talent for customer service. We want our guests to feel as though they can get anything they may need, quickly and efficiently. As the Front Desk Agent, it would be your job to provide this type of quick and efficient service. Since we are a small, boutique style hotel, we’re uniquely positioned to give our guests a more personalized experience.

Responsibilities and Duties

Include but are not limited to:

• Greeting and checking guests into and out of the hotel following established procedures.
• Responding to guest questions either in person or over the phone in a courteous and professional manner; provides information including but not limited to directions, shopping, dining, entertainment, hotel services, and safety.
• Assisting guests with dining, entertainment or transportation reservations as needed.
• Resolving guest problems/complaints/issues or referring to management as needed.
• Answering hotel internal and external phone calls and providing information as needed.
• Posting charges to guest folios.
• Making and confirming reservations for future hotel guests following established procedures including assuring room availability, obtaining all necessary guest information, obtaining credit card information, assuring guest understands all hotel policies particularly with regard to reservation cancellation.
• Acquiring and maintaining thorough knowledge of hotel and area attractions
• Completing all necessary paperwork; maintaining files and records
• Performing clerical duties as required including but not limited to filing, photocopying, faxing, and mailing
• Assisting guests with gift shop purchases and maintains daily and monthly inventories

Qualifications and Skills

• Ability to work, primarily evening shift, any day of the week, however schedule may vary to include an occasional morning shift, as early as 6:30AM.
• High School Diploma or equivalent (GED)
• Prior experience in hospitality industry strongly preferred
• Excellent written and oral communication skills
• Acute attention to detail
• Excellent customer service skills
• Ability to understand and follow written and verbal instructions
• Professional appearance and demeanor
• Ability to effectively communicate with people
• Bilingual skills helpful, but not required

Benefits

• 3 - 10% Commission on reservations sold at standard rate
• Medical, dental, vision and supplemental insurance available after successful completion of 90-day probationary period
• Paid vacations and holidays
• Free on-shift meal, soft drinks, coffee and iced tea
• 50% discount on other meals in restaurant
• Friends and family rates on hotel rooms

Job Types: Full-time, Part-time

Pay: $19.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Night shift
• Weekend availability

Supplemental pay types:

• Bonus pay
• Commission pay
• Tips

COVID-19 considerations:
To keep our employees safe, we have installed Plexiglas barriers at the front desk between guests and employees, require masks of all guests and employees, enforce social distancing, do temperature checks of employees and provide hand sanitizer.

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Required)

Work Location: In person

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