Guest Service Agent

Description The Double Tree is looking for a friendly and outgoing individual to join our team as a Guest Service Agent. As the first point of contact for guests, you'll play a vital role in ensuring their stay is comfortable and enjoyable. If you thrive in a customer-focused environment and enjoy making people feel welcome, we want to hear from you! Schedule 12 pm

• 8 pm or 3 pm
• 11 pm Weekend Availability as needed Job Summary The Guest Service Agent is responsible for the guest's experience at the beginning and end of their stay by performing check-in/out and interaction with guests and the general public by phone and in person. Essential Duties and Responsibilities
• Provide professional and courteous guest service at all times
• Greet arriving guests
• Answer telephone calls courteously and efficiently
• Respond to inquiries regarding hotel services, guest registration, local shopping, dining, entertainment, and travel directions
• Generate, confirm, cancel, and change guest reservations
• Keep records of room availability and guests' accounts
• Assist arriving and departing guests with luggage
• Compute bills, receive payments, and make change for guests
• Make restaurant, transportation, or entertainment reservations for guests
• Promote any current hotel and franchise marketing programs
• Complete daily shift responsibility checklist
• Ability to work well with a diverse group of people Additional Duties
• Transmit and receive messages through telephone, facsimile, and switchboard
• Maintain wake-up call service
• Post ancillary charges to guest folios (i.e. food, room, telephone)
• Maintain clean and neat work and storage spaces
• Assist with the appropriate storage of guest property
• Attend monthly department meeting
• Assist other coworkers/departments when necessary
• Participate in ongoing education and training
• Other duties as assigned Requirements Essential Behavior Requirements

• Customer Service:

  Displays a professional sense of urgency when communicating and interacting with guests, coworkers and the public in a way that exceeds the guest's wants and needs. Identifies opportunities to improve and deliver additional value to guest's experience by presenting creative solutions and innovative ideas.

• Communication:

  Actively listens to guests, coworkers and the public (viewing the situation from the guest's perspective) and works together to solve the problem through effective communication.

• Problem Solving:

  Ability to recognize and define problems; analyze relevant information; encourage alternative solutions and plans to resolve situations; seeks additional assistance when needed.

• Quality:

  Work "product or service" is free of errors and exceeds customer expectations. Minimum Qualifications
• Education or Experience
• High school diploma or GED equivalent; no prior experience is required.
• Language Skills
• Must have developed language skills to the point to be able to: read and comprehend instructions, safety rules and memos. Speak clearly, distinctly and with confidence using appropriate pauses, emphasis and punctuation.
• Mathematical Skills
• Requires mathematical development sufficient to be able to: add, subtract, multiply and divide all units of measure.
• Reasoning Ability
• Must have developed reasoning skills to be able to: apply common sense and understanding to carry out instructions in written, oral or diagram form. Ability to professionally deal with problems in standardized situations. Physical Requirements
• Ability to pass pre-employment drug test and background check
• Requires walking and standing to a significant degree, reaching, handling, lifting, talking, hearing and seeing
• Lifting up to 50 lbs. maximum with frequent lifting and/or carrying or transporting of objects weighing up to 25 lbs.
• Inside environmental conditions protected from weather conditions.

Potential exposure to paint, solvents, cleaning chemicals and/or fumes