Guest Service Agent/Front Desk Agent

Come join our excellent Front Desk team at the Red Lion Hotel Harrisburg Hershey. We are looking for a part time or full time Guest Service Agent/Front Desk Agent who has a passion for guest service and is seeking an environment that provides a positive guest and team member experience.

Do you have Front Desk/Guest Service experience? If you do, come talk to us about joining our team. We believe experience should be financially rewarded.

Responsibilities Includes:

• Welcome all guest and team members.
• Engage with the guest throughout their stay to ensure they feel welcome and appreciated.
• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Promote Hotel marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers' checks, and other forms of payment.
• Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• Make corrections and adjustments and handle all computer problems that might occur throughout their shift.

Job Skills:

• Excellent customer service, math and computer skills.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

Experience:

• One-year customer service on a front desk is preferable.