Hotel Guest Service Agent

Job Title:

Hotel Guest Service Agent Department:

Accommodations Reports To:

Manager of Hotels Employment Dates:

Seasonal, April

• October Shift Availability:

  7 AM
• 3 PM and/or 3 PM
• 11

PM Minimum Age:

18yr

Wage:

$15/hour

Position Summary :

Hotel Guest Service Agents are primarily responsible for welcoming guests over the phone and upon arrival, managing check-in/out procedures, addressing inquiries, providing information about hotel amenities, resolving guest concerns, maintaining the cleanliness and comfort of common areas, and ensuring a positive overall experience by maintaining a professional and friendly demeanor throughout the guests' stay. Availability and willingness to work weekends and holidays is required.

Key Responsibilities and Duties:

Welcoming Guests Welcome guests upon their arrival and provide initial information about the hotel and Lakeside Chautauqua. In addition, processing guest reservations, verifying identification, collecting payment, assigning rooms, and handling key distribution. Operating the Front Desk system Utilizing the Property Management Software (Cloudbeds) to access guest information, update reservations, and manage room availability. Managing Reservations Taking phone and online reservations, updating guest information, and confirming details. Answering Guest Inquiries Responding to questions about hotel amenities, local attractions and events, directions and other guest needs, in person and over the phone. Handling Guest Complaints Addressing issues promptly and professionally, finding solutions to resolve complaints, and escalating concerns to management when necessary. Maintain Cleanliness and Comfort Ensure that the hotel premises, including common areas, facilities, and guest rooms, are clean, well-maintained, and comfortable. Communication with Other Departments Coordinating and communicating with other Guest Service Agents, Housekeeping Attendants, Maintenance, and all other Lakeside Chautauqua staff in a positive and professional manner.

Qualifications:

To perform this job successfully, the individual must be able to perform each Key Responsibility and Duty listed above. The requirements listed below are representative of the knowledge, skill, and or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

High School diploma or equivalent is required. Experience in a hotel or related field is preferred but not required.

Language Skills:

Strong verbal and written communication skills, including active listening, clarity of speech, empathetic communication, and the ability to convey information clearly and concisely to effectively interact with guests and address their needs. Fluency in the English language is essential.

Mathematical Skills:

Ability to perform basic math operations, calculate percentages, work with fractions and ratios, handle cash payments, understand basic financial transactions and use point-of-sale systems.

Reasoning Ability:

Ability to analyze situations quickly, think critically, and find solutions to unexpected guest issues or complaints by drawing on relevant information and applying logic to make informed decisions. Recognizing potential issues before they escalate by actively listening to guest needs and observing their behavior.

Physical Demands:

Prolonged standing and walking, frequent reaching with hands and arms, occasional bending or stooping, the ability to lift and carry light objects (up to 25 pounds), clear vision to read information on screens and guest documents, good hearing to understand guest inquiries. Frequent verbal communication with guests, often requiring clear pronunciation and articulation.

Work Environment:

A fast-paced, customer-service focused atmosphere where employees from various departments work together to ensure a smooth guest experience, often requiring a collaborative approach to meet guest needs, while maintaining a welcoming and positive demeanor. Schedules can vary depending on the hotel's needs, often including early mornings, late nights, weekends, and holidays. Lakeside Chautauqua is an equal opportunity employer.