Guest Service Agent

Job Summary:

A Guest Service Agent displays a high degree of organization and attention to guest needs. Their primary responsibility is to ensure the highest level of services possible in an efficient, courteous and professional manner by following standards of aggressive hospitality and adhering to guidelines and procedures. All of this should be done in a friendly and pleasant demeanor and in a prompt, courteous and respectful manner.

Qualifications:

· High School graduate or equivalent certification and/or higher.

· Must be able to work well and communicate with the general public, management and other employees

· Must interact easily with general public in a friendly and cheerful manner.

· Must be able to observe, react quickly and adjust to different guest situations.

· Come to work well groomed and looking professional at all times.

· Must be able to work any of the shifts, from morning to late night.

· Must be able to prioritize work and keep personal and professional lives separate.

· Must adhere to the Sunrise Hospitality Inc. policies, procedures manual and associate handbook.

Duties & Responsibilities:

· Coordinates in taking, recording, canceling reservations, wake up calls, courtesy call backs, checking guests in and out, with guest service and satisfaction as our #1 priority.

· Maintain cleanliness of suite shop. Stock all suite shop goods and maintain inventory of supplies. Inform management when low on stock.

· Ensure that guests’ special requests are provided, such as additional towels, pillows, trash bags, etc. Accommodate guest needs and special requests in a pleasant and professional manner.

· Maintain any reports and checklists given to you by supervisors.

· Communicate with other hotel departments regarding problems which need attention.

· Maintain communication logs between shifts

· Maintain Lost and Found logs and storage.

· Wearing proper uniforms at all time, this includes name tag and brand standard uniform.

· Assume responsibility for keys as logged in/out. Follow hotel’s guidelines/policies for keys. Return guest keys to Front Desk at the end of your shift.

· Assist all guest in a sincere and courteous manner, don’t be afraid to go the extra mile.

· Maintain knowledge of safety, security and emergency procedures. Report safety and security issues to supervisor.

· Attend/direct mandatory all staff or departmental meeting. Convey pertinent information to staff and other department heads.

· Communicate in a friendly and professional manner with guests, colleagues and management.

· Observe practices to ensure guest privacy. Limit access to guest and business records to authorized persons.

· Eating, drinking and smoking at the work station(s) is not allowed.

· Interact with guest for guest stay feedback and maintaining hotel service scores.

· Be part of the team to maintain high guest service scores.

· Completing goals and job assignments provided by Supervisor or mandated by Brand.

· Perform all other duties as requested by Supervisor or Management.

Essential Equipment Skills:

· Fire alarm system, fire extinguisher, gas detector system, utility shut- off.

· Guest telephones, televisions, alarm clock/radio, HVAC systems, door locks.

· Time clocks, phone system, lobby stereo system.

· Commercial washer and dryer, commercial laundry chemical dispenser, commercial microwave, refrigerator, freezer, vacuum cleaner, commercial dishwasher, carts etc.

· Computer skills, telephone system, reservation system, printer, time clock.

Environmental Hazards:

Allergic reactions could result from contact with various solvents, cleaners, photocopy toners, latex, and insecticides. Required and provided personal protective equipment includes safety glasses, rubber gloves and facial masks. May encounter different types of parasites or vermin while on duty.

Physical Demand:

The physical demand described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee regularly will be required to speak, read, hear, stand, walk, bend, stoop, kneel, crouch, reach overhead, sit, climb, balance, use repetitive motion, use sustained visual and mental concentration and use hands to finger, handle and feel. The employee frequently may push, pull, lift, or carry weights up to 30 pounds. Occasionally the employee may have to lift, carry or push up to 60 pounds.

Job Types: Full-time, Part-time

Pay: $16.00 - $16.50 per hour

Expected hours: 24 – 32 per week

Benefits:

• Employee discount
• Free parking
• Paid time off

Work Location: In person