Guest Services Agent
Job Description Summary
This Guest Service Position is Full-time. This position will be responsible for booking, check-in, and check-out, processing all payments according to established hotel requirements, and assisting guests with various tasks related to their visit. The Guest Relations Agent provides information about the hotel and the local vicinity in the hotel's continuing effort to deliver outstanding guest service and overall experience. Provides personalized guest service by responding to any guest requests from both in-house and outside callers.Job Description
Qualifications and Requirements:
- High School Diploma or equivalent, plus one-year front desk/guest service (customer service) experience and six months experience as a phone and/or switchboard operator
- Opera experience preferred
- Excellent phone & verbal communication skills
- Must have proficient typing skills
- Basic math and simple accounting skills are used frequently
- Must speak fluent English, and other languages preferred
- Reading and writing abilities are used frequently
- Ability to input and access information in the property management system/computers/point of sales system
- Ability to perform job functions with attention to detail, speed, and accuracy
- Endure various physical movements throughout the work areas
- Frequently standing up for extended periods behind the desk and front office areas (could be up to 8 minutes/hours)
- Reach 24 inches/2feet
- Flexible for both AM/PM shifts, and may be required to work nights, weekends and/or holidays
Duties and Responsibilities:
- Process all guest check-ins and check-outs, and issue room keys in accordance with proper standards in a timely and professional manner
- Up-sell, book, and arrange walk-in stays for guests where possible to maximize revenue
- Complete job duties as listed on their shift checklist promptly and alerts assistant manager if assistance is needed
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended (computers, Nextel radios, PBX console)
- Resolve and document guest requests, complaints, or problems, ensuring guest satisfaction
- Always maintain complete knowledge of:
- all hotel features/services, hours of operation
- information on dining & entertainment, reservations, transportation services, etc.
- all room types, numbers, layout, decor, appointments, and location
- all room rates, special packages, and promotions
- daily house count and expected arrivals/departures
- room availability status for any given day
- scheduled daily group activities
- Obtain assigned bank and ensure accuracy; always keep bank secure
- Answer all phone call within the prescribed time frame, respond to guest request
- Obtain back-up information for guest credit/payment method and input into system; collect cash when designated
- Advise guest of any packages, messages, mail, faxes, etc. received for them
- Communicate services and amenities for the hotel to guests
- Obtain proper identification for tax-exempt guests and attach the form to the registration card
- Communicate VIP arrivals to designated personnel for escort and/or delivery of amenities
- Accept and record wake-up call requests
- Issue safe deposit boxes to guests and ensure the security of keys
- Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
- Match the bucket check to in-house guest ledger report; report discrepancies to Manager
- Solicit guest comments on their stay
- Handle requests for late check-outs
- Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information, and document maintenance needs on work orders
- Adhere to all cashiering procedures
- Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges
- Post charges
- Must practice Stay Safe with Sonesta Protocols
- Perform any other duties as assigned by management
Additional Job Information/Anticipated
Pay Range
Benefits
Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:
- Medical, Dental and Vision Insurance
- Health Savings Account with Company Match
- 401(k) Retirement Plan with Company Match
- Paid Vacation and Sick Days
- Sonesta Hotel Discounts
- Educational Assistance
- Paid Parental Leave
- Company Paid Life Insurance
- Company Paid Short Term and Long Term Disability Insurance
- Various Employee Perks and Discounts
- Hospital Indemnity
- Critical Illness Insurance
- Accident Insurance
Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
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