What are the responsibilities and job description for the Guest Services Agent position at The Durham Hotel?
As humble ambassadors of our namesake city, we prioritize quality, kindness, and inclusivity so all feel welcome
Our Core Values
INSPIRE WONDER Innovation and Creativity | Surprise and Delight
SHOW HOSPITALITY Inclusive Culture | Home Away from Home | Create Positive Connections
PURSUE EXCELLENCE Exceptional Experiences | Attention to Detail | Focus on Quality
DEMONSTRATE INTENTIONALITY Empathetic Engagement | Anticipatory Service | Sense of Ownership
CULTIVATE COMMUNITY Team Collaboration | Community Engagement | Take Time to Celebrate
POSITION SUMMARY:
The guest services agent is the brand ambassador and experience representative to the guest throughout all stages of the guest's stay. The agent confirms a guest's reservation status and tenure of their stay. They assist with completion of registration cards and room assignments, accommodating special requests whenever possible. Agents verify the guest's identity and method of payment and follows established credit-checking procedures.
Guest Service Agents must be sales minded. They present upgrade opportunities to guests and offers assistance in making choices. Agents are experts on amenities and services offered in hotel outlets and assists with reservations for in property dining when applicable. Agents perform cashiering tasks including bill/ invoice settlement, paid outs, and cash reconciliation.
The Guest Service Agent is well informed on the happenings of our city and can efficiently provide recommendations for local activities during the guests stay. They are responsible for all duties within reason to elevate the guest experience and ensure repeat visits by creating genuine and customary interactions with each guest.
DUTIES AND RESPONSIBILITIES:
- Register guests and assigns rooms. Accommodates special requests whenever possible.
- Thoroughly understands and adheres to proper credit, check- cashing, and cash handling policies and procedures.
- Understands room status and room status tracking.
- Knows room locations, types of rooms available, and room rates.
- Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
- Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms.
- Takes room reservations. Knows cancellation procedures.
- Expert in hotel PMS software
- Process guest check-outs.
- Uses proper telephone etiquette.
- Ensures interdepartmental pass-on is accurate and updated each shift and is aware of daily activities and meetings taking place in the hotel.
- Attends department meetings.
- Reports any unusual occurrences or requests to the Front Office Supervisor or Front Office Manager
- Knows all safety and emergency procedures, Is aware of accident prevention policies.
- Maintains the cleanliness and neatness of the front desk area.
- Flexible with scheduling to accommodate business needs.
QUALIFICATIONS:
- A commitment to cultivating extraordinary guest experiences.
- Basic knowledge of office equipment required to perform the job.
- Ability to establish and maintain effective working relationships with co-workers and leaders.
- Strong problem-solving skills
- Capable of seeing a task through to completion
- Strong organizational skills
- Good knowledge of the English language is mandatory as well as the ability to speak, read and write clearly. Must be able to read and listen to instructions, memos, short correspondences, and messages. Bi-lingual a plus.
EDUCATION:
High School diploma, general education degree or international equivalent required.
EXPERIENCE:
Minimum of (1) one year of Customer Service experience, preferably in a resort/hotel Front Office environment
LANGUAGE SKILLS:
Good knowledge of the English language is mandatory as well as the ability to speak, read and write clearly. Must be able to read and listen to instructions, memos, short correspondences, and messages. Bi-lingual a plus.
PHYSICAL ABILITY:
- Ability to be on your feet and alert for extended periods of time.
- Ability to lift up to 35 lbs. as needed.
- Continuous use of hands and arms
- Continuous bending, reaching, and twisting.
- Maintains strong personal image and uniform standards.
BENEFITS:
- Employee Discounts on food and non-alcoholic beverages.
- Full-time employees receive health, dental, vision, and life insurance coverage options.
- Full-time employees receive Paid Time Off (PTO).
