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SBH Guest Service Agent

3 months ago

Springdale, United States Hay Creek Hotels Full time
Job Description
The Stonebreaker Inn, opening Fall 2024, is actively searching for Guest Service Agent that is a detail oriented, organized, and responsible team player to join our team of hospitality professionals.

Stonebreaker Inn, formerly the Pratt Place Inn was first opened in 2008 as an independent, locally owned and operated boutique hotel located on 144-acres at the top of Markham Hill, one of the Seven Hills in Fayetteville Arkansas. The 18,900sf building will be renovated and transformed to offer an extensive F&B program with significant outdoor dining and private dining options, a Membership Club Lounge, well-appointed spa, and check in area for guests.

The ability of our Host Associates to proficiently multi-task provides guests at Hay Creek properties a secure, comfortable confidence that their service expectations will be exceeded.

Essential Functions:
  • Provide telephone services and operate the multi-line phone system effectively. Follow all service scripts.
  • Greet and welcome all guests in a professional and hospitable manner. Direct guests as they arrive to property.
  • Interact with guests in a respectful, cheerful, and polite manner and effectively service the guest's needs.
  • Register guests and securely assign them a guest room and room key.
  • Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions at the front desk and over the phone.
  • Maintain the lobby and sitting area including ensuring coffee, other beverages, and snacks are replenished and maintained. Fix any uncleanliness, waste, newspapers, etc.
  • Handle all lost and found inquiries efficiently and professionally, following proper guidelines. Work closely with housekeeping to ensure all items are reported and returned to the customer as soon as possible.
  • Responsible for safekeeping and issuance of managerial and room keys.
  • Responsible for safety and handling of department banks and kept in safety deposit box.
  • Attend monthly department meetings.
  • Flexibility to step into any role needed to deliver exceptional customer service. This may include other job responsibilities outside of this job description for other departments in their regular functions.
  • Flexibility to work days, nights, weekends, holidays, and critical peak business days.
Experience and Skills
Hotel Required Experience:
  • High School diploma or equivalent.
  • Must be very skilled with technology and a quick learner. Working knowledge of a Property Management System preferred.
  • 1 year customer service experience required, hotel environment highly preferred.
  • Ability to work in a constructive, team working environment with a positive, upbeat and customer-focused attitude.
  • Proven success in handling guest complaints.
  • Ability to operate smoothly and professionally under high stress situations.
  • Flexibility to work nights or mornings, weekends, holidays, and busy seasonal days (i.e. town festivals).
Hotel Specific Essential Functions:
  • Ability to remain standing for 10 hours (or 100% of shift).
  • Ability to remain in a stationary position for 10 hours.
  • Ability to frequently move and lift up to 30 lbs.
  • Ability to walk the property and grounds regularly.
  • Ability to move up and down stairs regularly.
  • Ability to bend frequently and repetitively during a shift.
  • Ability to use repetitive manual dexterity.
  • Ability to move quickly based on guest needs.
  • Ability to view a computer screen for up to 8 hours.
  • Ability to frequently communicate and exchange accurate information effectively.
  • Ability to read, write, understand and speak English.
Job Benefits
Stonebreaker Hotel offers an extensive benefit and incentive package, including;
  • Insurance Benefit package, to include Company-funded Medical, Dental, Vision, Life, Disability, Accident, and Critical Illness
  • Competitive Salary/Wages
  • Competitive Paid Time Off Structure including Vacation, Sick, Holiday Pay, Jury Duty Leave, and Bereavement Leave
  • Standard Annual Performance/Salary Reviews
  • Merit and Cost of Living Adjustments
  • Complimentary Meals Daily
  • Free Parking
  • Employee and Friends & Family Lodging Discounts as low as forty-nine dollars per night at all HCH Properties
  • Discounts at specific property partners (NEIRA, Historic Hotels of America)
  • 50% Discount when Dining at any HCH Property
  • Industry Discounts through Working Advantage (Entertainment Tickets, Hotels, Rental Cars, Outdoor Activities, Restaurants, etc.)
  • Discounts at each of our Spas, Golf Courses, Fitness rooms/programs and other featured amenities
  • Supportive, open-door policy work environment
  • Work Culture that is fun, energetic and motivating
  • Employee Recognition Program - 'Delight and Surprise Dollars'
  • Accelerated Career Advancement to include professional enrichment, conferences & classes, and manager in training programs.