Guest Services Representative

3 weeks ago

Portland, Oregon, United States Sentinel Full time
About Us

Sentinel is a leading hotel management company that values its employees and is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits, and our dedication to building meaningful relationships.

Our Benefits

We offer a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, we are committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.

Our Culture

We are a company that values its employees and is committed to creating exceptional guest experiences. We believe that our employees are our greatest asset, and we strive to create a work environment that is supportive, inclusive, and respectful. We are proud to be an equal opportunity employer and celebrate diversity in all its forms.

Job Summary

We are seeking a highly motivated Guest Services Agent to join our team. The ideal candidate will have excellent communication skills, a positive attitude, and a passion for delivering exceptional customer service. As a Guest Services Agent, you will be responsible for providing a warm and welcoming experience for our guests, answering their questions, and resolving any issues that may arise.

Responsibilities
  • Provide exceptional customer service by being engaging and taking sincere interest in our guests.
  • Check guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established.
  • Help to resolve problems and WOW guests through recovery when things arent quite right.
  • Promote and sell special hotel programs.
  • Interact with hotel/resort staff in a professional manner, assisting other departments with necessary information.
  • Be knowledgeable of all emergency procedures and policies.
  • Maintain house bank.
  • Communicate all pertinent information to manager on duty.
  • Follow set procedures on posting, charges, cashing checks, safe deposits, and refunds.
  • Assist other departments as needed.
Requirements
  • Ability to handle sensitive, confidential information discreetly and professionally.
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.
  • Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once.
  • Ability to work independently with limited support and minimum supervision.
  • Excellent verbal and written communication skills.
  • Strong detail orientation; ability to set priorities, multi-task and meet deadlines.
  • Strong organizational, problem-solving, and administrative skills.
  • Ability to quickly learn and accurately administer complex processes.
  • Strong ability to track actions and follow through on processes.
  • Proven ability to work effectively in an unstructured, fast-paced and constantly changing environment.
  • Commitment to excellence and continuous improvement.
  • Versatility, flexibility, and a willingness to work with multiple priorities with enthusiasm.
  • Strong computer skills.
  • Excellent time management and organizational skills.
Education and Experience

A high school diploma or equivalent is required, and a minimum of one year guest service experience and/or training is preferred. Multilingual skills are a plus.

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