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Front Desk Guest Services Agent

4 months ago

Mesa, Arizona, United States Doubletree Phoenix Mesa Full time

Job Summary

Looking for an outgoing, enthusiastic and motivated team member to join the best team in Mesa The Guest Services Agent is responsible for the guest's experience at the beginning and end of their stay by performing hotel front desk duties and interaction with guests and the general public by phone and in person. This position does require evening and weekend shifts.

Essential Duties and Responsibilities

Provides professional and courteous guest service at all times

Greets arriving guests
Answers telephone calls courteously and efficiently
Responds to inquiries regarding hotel services, guest registration, local shopping, dining, entertainment, and travel directions
Generates, confirms, cancels, and changes guest reservations
Keeps records of room availability and guest's accounts
Assists arriving and departing guests with luggage
Computes bills, receives payments, and makes change for guests
Makes restaurant, transportation, or entertainment reservations for guests
Promotes any current hotel and franchise marketing programs
Additional DutiesAssumes manager duties in absence of General Manager
Transmits and receives messages through telephone, facsimile, and switchboard
Maintains wake-up call service
Posts ancillary charges to guest folios (food, room, telephone)
Maintains clean and neat work and storage space
Assists with appropriate storage of guest property
Attends monthly department meeting
Completes projects as determined by Rooms Operations Manager
Participates in ongoing education and training of Franchise and Hotel Management Company
Essential Behavior Requirements Customer Service:Displays a professional sense of urgency whencommunicating and interacting with customers, coworkers, and the public in a way that exceeds the customer's wants and needs. Identifies opportunities to improve and deliver additional value to customer's experience by presenting creative solutions and innovative ideas.
Communication: Actively listens to customers, coworkers, and the public (viewing the situation from the customer's perspective) and works together to solve the problem through effective communication.
Problem Solving: Ability to recognize and define problems; analyze relevant information; encourage alternative solutions and plans to resolve situations; seeks additional assistance when needed.
Quality: Work "product or service" is free of errors and exceeds customer expectations. Education or Experience- High school diploma or GED equivalent; no prior experience is required.
Language Skills- Must have developed language skills to the point to be able to: read and comprehend instructions, safety rules, and memos. Speak clearly, distinctly, and with confidence using appropriate pauses, emphasis, correct English, and punctuation.
Mathematical Skills- Requires mathematical development sufficient to be able to: add, subtract, multiply, and divide all units of measure.
Reasoning Ability- Must have developed reasoning skills to be able to: apply common sense and understanding to carry out instructions in written, oral, or diagram form. Ability to professionally deal with problems in standardized situations.

Physical Requirements

Ability to pass physical exam, drug test, and background check
Requires walking and standing to a significant degree, reaching, handling, lifting, talking, hearing and seeing
Lifting up to 50 lbs. maximum with frequent lifting and/or carrying or transporting of objects weighing up to 25 lbs.
Primarily inside environmental conditions
Source: Hospitality Online