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About the Role

The Guest Services Agent is responsible for assisting in the operation of the front desk and guest services, ensuring 100% guest satisfaction from arrival to departure.

Responsibilities

• Assist guests with arrival and departure, providing positive experiences.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
• Collaborate with other hotel departments to provide an exceptional guest experience.
• Communicate pertinent guest information to designated departments/personnel.
• Provide information about the hotel and local area, and offer hotel amenities and services.
• Maintain confidentiality of all guests and hotel information.
• Exhibit attention to detail to ensure security of guest room access.
• Document all guest requests, complaints or problems immediately and notify designated personnel for resolution.
• Handle cash and credit card transactions, processing guest accounts upon checkout efficiently and accurately.
• Manage guest requests, inquiries, and complaints promptly and completely, ensuring timely follow-up.
• Negotiate compromise in cases of guest dissatisfaction according to established guidelines.
• Generate, print, and distribute daily and weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.
• Maintain complete knowledge of hotel features, services, hours of operation, room types, rates, packages, and promotions.
• Promptly answer the telephone using positive and clear communication, inputting messages into the computer.
• Retrieve messages and communicate their content to the guest.
• Retrieve mail, small packages, and facsimiles for customers as requested.
• Follow proper hotel safety policies and procedures and use safety equipment.
• Report all accidents and injuries in a timely manner.
• Ensure work area is clean and clear of debris.
• Perform any other job-related duties as assigned.
• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are applied.
• Perform duties while maintaining high standards of personal appearance and grooming, including wearing the proper uniform and nametag.

Requirements

• High school diploma or equivalent required.
• College degree preferred.
• Previous hotel Front Desk and Marriott brand experience is preferred.
• Ability to access and accurately input information using a moderately complex computer system.
• Able to handle cash and credit transactions.
• General knowledge of local area attractions and transportation.
• Ability to effectively deal with internal and external customers with tact and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Ability to observe and detect signs of emergency situations.
• Ability to establish and maintain effective working relationships with associates and guests.
• Command of the English language both written and verbal.
• Ability to multi-task, prioritize with excellent follow-up skills and customer service.
• Regular attendance in conformance with the standards is essential.
• Comply with attendance rules and be available to work on a regular basis.
• Able to work a flexible schedule, varied shifts, including weekdays, evenings, weekends, and holidays.
• Some lifting may be required.
• This position may require 75%+ of time on their feet.
• Employees may be required to work varying schedules, including holidays and weekends, to reflect business needs.
• Attendance at all scheduled training sessions and meetings is required.

Skills

• Guest services
• Front desk operations
• Computer system operation
• Cash handling
• Credit card transactions
• Customer service
• Conflict resolution
• Communication (written and verbal)
• Multi-tasking
• Prioritization
• Follow-up
• Attention to detail
• Problem-solving

Work Type

• Full-time
• Flexible schedule
• Varied shifts

Education Level

• High school diploma or equivalent
• College degree preferred

About the Company

• Blue Sky Hospitality Solutions is an equal opportunity employer.

Equal Opportunity

• We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.