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Guest Service Agent

2 months ago

Towson, United States HamptonHome2Suites HOT 165 Full time

Shamin Hotels is seeking a Full Time Guest Service Agent to join Hampton Inn / Home2 Suites Towson and its wonderful team.

We are central Virginia's largest hotel management company Having tripled in size to 65 hotels over the past ten years and with an aggressive portfolio across full and select service brands, we also own and operate hotels under Hyatt, Hilton, Marriott, InterContinental and Choice flags.

We offer a competitive salary and benefit package. Our benefits plan is comprehensive to include medical, vision, dental, life insurance, spouse life insurance, child life insurance, short and long term disability, 401-K, life insurance, critical illness, pet insurance and an employee assistance program. In addition, we offer paid time off and hotel discounts among other perks and benefits.

Local candidates are encouraged to apply.

General Requirements:
• Must have a personality and available to work all shifts including early morning, late morning, early afternoon, late evening, weekends and holidays, based on business needs.
• Must have demonstrated customer service experience in either retail or service industry.
• A high school diploma is required. A 2-year or 4-year college degree in communications, business management, consumer behavior, hotel operations, tourism management is beneficial, but is not required.

Experience and Skills:
• Excellent reading, writing & oral proficiency in the English language.
• Previous customer service, hotel, and/or related experience helpful.
• Multiple languages are beneficial, but are not required.
• Excellent organizational skills
• Excellent attention to detail
• Ability to multitask
• Excellent Communication Skills
• Able to handle a large volume of guest interactions in an efficient and courteous manner;
• Proficient in Microsoft Office productivity programs, general Internet programs
• Work well under pressure, requires being a team player.
• Efficient cash handling and general proficiency with using a calculator.
• Knowledge of Hilton OnQ is recommended

DUTIES AND RESPONSIBILITIES:
• Consistent and dependable attendance performance, based on business needs. Employee is expected to have reliable transportation to and from the workplace.
• Greet every guest with a smile and maintain eye contact.
• Must be courteous and gracious, maintaining a professional demeanor at all times.
• Maintain high standards of personal appearance and grooming, which includes adhering to the proper dress code when working.
• Establish and maintain good communications and team work with fellow colleagues and other departments within the hotel
• Handle all aspects of guest check-ins and guest check-outs as defined by the property standards.
• Answer incoming telephone calls, transfer calls to the appropriate department or transmit messages.
• Responsible for cash handling, posting charges to guestrooms, verifying credit cards and balancing bank at the end of the shift.
• Take, confirm or change reservations as needed within guidelines established by the property management.
• Be available and ready to assist guests with their needs- including, but not limited to: information about the property, assistance with luggage or with directions to restaurant, sightseeing locations and local events.
• Take ownership of all service issues brought to your attention by guests.

. Resolves guests complaints in a professional and efficient manner.
• Always communicate with other employees with empathy and respect.
• Must complete shift reports including call arounds, bucket checks, folio balances, etc.
• Maintain proper operation of all aspects of our Property Management System.
• Understand all fire/safety procedures and provide necessary assistance to guests and employee in the event of an emergency.
• Participate in scheduled departmental and administrative meetings and special company events as requested.

. Other duties assigned.

We are proud to be an equal opportunity employer and maintain a drug free work environment. We participate in E-Verify to assure the employment eligibility of our staff to work in the United States. We do background and reference checks on potential employees.

Please see our website for more information: www.shaminhotels.com