Guest Services Agent

2 weeks ago

Bend, United States Resolute Road Hospitality Full time

The Hilton Garden Inn located in Bend Oregon is looking to add to our hospitality family This hotel is located in the beautiful Old Mill District and just minutes away from thriving restaurants, shops, and trails. If you have a passion for the hospitality industry this position is for you Come join a wonderful group of people, and a great brand of hotels to start your career

SUMMARY

Resolute Road Hospitality, a national third-party hospitality management company, is seeking dynamic, driven, service-oriented people to join our family Whether your goals are short or long-term, we have limitless opportunities for growth within our company. Our leadership team is here to help you realize your full potential and feel supported every step of the way. Join us on the road ahead.

BENEFITS

Travel Perks

Optional Daily Pay

Flexible Schedules

Health/Life Insurance

401k

Paid Time Off

Dental/Vision

Employee Assistance Program

Referral Program

OVERVIEW

Responsible for check-in, check-out, kiosk operations, pantry sales and all other guest interactions. They strive to exceed established standards at every opportunity and take pride in the overall look and feel of the front desk, lobby, and all surrounding areas.

ESSENTIAL FUNCTIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ensure every guest is greeted and welcomed in a unique and personable way upon arrival
  • Register guests to the hotel, verifying reservation, personal information and securing payment information
  • Promote the brand loyalty program and provide recognition and benefits to all present members
  • Book hotel reservations
  • Anticipate guests' needs and respond timely, efficiently, appropriately and in a friendly manner
  • Assist in resolving guest complaints regarding service and/or accommodations, whether handling on own, or elevating to managerial level
  • Maintain a house bank and make a deposit and accurate report of receipts daily
  • Cash checks and exchange currency for guests
  • Process all Gourmet Pantry and retail transactions for the guests
  • Issue key to and control entrance of safety deposit boxes
  • Post miscellaneous charges as requested
  • Assist in handling mail and other electronic communication and provide guests with information regarding hotel facilities and local attractions
  • Maintain appropriate market inventory levels, restocking when necessary
  • Assure overall cleanliness of the front office area, lobby, and surrounding areas
  • Communicate larger housekeeping and maintenance issues to the respective departments, for immediate attention
  • Maintain professional image at all times through appearance and dress
  • Follow Company policies and procedures
  • Other duties as assigned by supervisor or management
KNOWLEDGE, SKILLS, and ABILITIES
  • Knowledge of front desk operations and procedures, guest services and hotel services
  • Proficiently speak, read, write, and comprehend the English language; ability to speak other languages in a multicultural work environment can be extremely helpful in facilitating good communication among all hotel team members
  • Able to read and write to facilitate the communication process
  • Able to work independently and desire to participate as part of a team
  • Possess proficient computer skills including proficient knowledge of MS Office products, knowledge of brand operating systems preferred
  • Able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations
  • Possess high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems
  • Ability to access and accurately input information using a moderately complex computer system
  • Create sense of urgency in matters that will impact the success of the business
  • Demonstrate genuine care for customers and employees
  • Comfortable conversing with individuals from a variety of backgrounds and at all organizational levels
  • Possess complete knowledge of emergency procedures of the hotel
  • Ability to observe and detect signs of emergency situations
  • Able to work in fast paced environment
  • Able to prioritize, organize, and manage multiple tasks

EDUCATION

High school graduate or GED required, or equivalent combination of education and experience.

EXPERIENCE

Previous hospitality experience, especially within the brand, preferred, but not required.

ENVIRONMENT and PHYSICAL DEMANDS

The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Most work will be performed indoors in moderate temperatures, controlled by hotel environmental systems. Most work will be performed by standing & walking around the front office, up to the complete 8-hour shift. At times, may need to sit or walk for extended periods of time (5 hours or more). Finger dexterity to operate office equipment, including but not limited to computer keyboard, multi-touch phone, photocopier among others, required. Grasping, writing, repetitive motions, crouching, kneeling, reaching above shoulders, and climbing a ladder while may be infrequent needs, are all required.

Must be able to exert well-paced ability to reach other departments of the hotel in a timely manner.

Vision occurs continuously with the most common visual functions being those of near vision and depth perception. Talking and hearing continuously in the process of communicating with guests and employees.

Employee may be subjected to moderate to loud noise levels from time to time, outdoor weather conditions, work in precarious places, and toxic or caustic chemicals.

Must be able to lift up to 15 pounds frequently (office items and files), up to 50 pounds occasionally. Must be able to push and pull carts and equipment weighing in excess of 250 pounds in the event of an emergency.

OTHER

Guest Services Agent will be required to work varying schedules as dictated by the business needs of the hotel. This includes attendance at all scheduled brand and job specific training sessions and meetings. May require nights, weekends, and holidays. May be responsible for performing basic outside their job description, this includes but is not limited to basic maintenance, laundry, housekeeping, and breakfast.

Consistent attendance in accordance with the standards set forth by Resolute Road Hospitality must be maintained and is an essential element of the success in this role. If the Guest Services Agent is unable to meet these requirements, he/she will be subject to disciplinary action based on franchisee operating policies, up to and including termination of employment.

Requirements

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Salary Description

Hourly

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