Guest Service Agent - PM Location Cincinnati, OH (Madisonville area) : Guest Services Agent DEPARTMENT: Guest Services REPORTS TO: Director of Rooms/Guest Services Manager STATUS: Non-exempt Job Summary The Guest Services Agent is responsible for facilitating an inspired experience for guests & hotel associates alike. Providing attentive, courteous, and efficient service, communication, and assistance to all guests and hotel associates in-house, including but not limited to: guest check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. THIS POSITION REQUIRES 2nd SHIFT AND WEEKEND AVAILABILITY PAY RATE: $16.00 PER HOUR. BENEFITS AVAILABLE ON THE 1ST DAY OF THE MONTH AFTER HIRE DATE. Job Qualifications Education & Experience: College course work in related field helpful. Experience in a hotel or a related field preferred. High School diploma or equivalent required. Computer knowledge & proficiency required. Customer Services experience preferred. Valid Driver's License preferred. Job Requirements Physical requirements: Flexible and long hours sometimes required. Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Ability to stand during entire shift. Ability to drive hotel shuttle, pending Motor Vehicle Records check. General Requirements Maintain a warm and friendly demeanor at all times. Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner. Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. Must be able to multitask and prioritize departmental functions to meet deadlines. Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner. Attend all hotel required meetings and trainings, including department meetings, one-on-ones with department managers, and cross-training sessions. Maintain regular attendance in compliance with AT Hospitality Standards, as required by scheduling, which will vary according to the needs of the hotel. Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and name tag. Comply with AT Hospitality Standards and regulations to encourage safe and efficient hotel operations. Maximize efforts towards productivity, identify problem areas and assist in implementing solutions. Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary. Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives. Must be able to cross-train in other hotel related areas. Must be able to maintain confidentiality of information. Must be able to show initiative, including anticipating guest or operational needs. Perform other duties as requested by management. Job Duties and Functions Fundamental Requirements Greet and welcome all guests approaching the Front Desk in accordance with AT Hospitality standards. Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable). Answer guest inquires about hotel services, facilities and hours of operation in a timely manner. Appropriately collect & process accepted form of guest identification and payment for services. Perform credit authorizations as necessary in compliance with AT Hospitality and PCI confidentiality standards. Responsible for issued house bank. Follow all cash handling and credit policies according to AT Hospitality SOPs. Ensure logging and delivery of packages, mail and messages to guests and meeting rooms. Review & create shift reports, review, comprehend, and retain all posted communications daily. Answer inquires from guests regarding local restaurants, transportation, entertainment, etc. Be aware of all rates, packages and special promotions offered via TheSummitHotel.com, in accordance with Revenue Management training. Be familiar with all in-house groups & resumes. Be aware of closed out and restricted dates. Obtain all necessary information when taking room reservations and follow the rate-quoting scenario. Be familiar with hospitality terminology. Have knowledge of emergency procedures and assist as needed. Handle check-ins and checkouts in a friendly, efficient and courteous manner. Use proper communication etiquette at all times when communicating with other employees, whether it be through phone, email, an app, or radio. Fully comprehend and be able to operate all relevant aspects of the Front Desk computer systems. Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner. Be able to process & analyze relevant operations system reports on in house & arriving guests. Maintain a clear understanding of IPrefer Brand standards, rewards programs, promotions, and be able to explain Preferred Hotels information in detail to guests as necessary. Balance and prepare individual paperwork for closing of shift according to hotel standards. Maintain and market promotions and guest programs. Maintain a clean work area. Assist guests with all in room amenities. Operate the hotel shuttle as necessary, transporting hotel guests in a safe, efficient manner.
