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Guest Services Representative

2 months ago

Forest Grove, Oregon, United States McMenamins Full time

Position Title: Front Desk Agent

Reports To: Manager

FLSA Classification: Hourly Non-Exempt

Company Overview: McMenamins is a locally owned and operated establishment with over 50 locations across Oregon and Washington, dedicated to fostering community, art, history, music, food, drink, and enjoyment.

Job Overview: The primary role of the Front Desk Agent is to manage the reservation and accommodation needs of guests. As the first and last point of contact for guests, exceptional customer service is paramount. Responsibilities include, but are not limited to:

  • Processing guest check-ins and check-outs
  • Managing reservations via various channels
  • Handling financial transactions
  • Issuing and tracking property keys and equipment
  • Responding to guest inquiries and requests
  • Directing phone calls and providing information about property and local attractions
  • Ensuring guest satisfaction at all times

The Front Desk serves as the hub of the property, necessitating a comprehensive understanding of ongoing events, as well as familiarity with emergency protocols. This role demands mental agility and the capacity to multitask effectively in a dynamic, deadline-driven environment. Front Desk Agents must demonstrate the ability to work both independently and collaboratively as part of a team. Adherence to safety protocols and reporting any safety concerns to management is expected. Additionally, all employees are required to stay informed about company events, history, and offerings.

Job Requirements:

  • Prior experience in hospitality or customer service is preferred
  • Basic accounting skills and cash handling experience are advantageous
  • Proficiency in managing cash and numerical data
  • Experience with high-volume phone systems is preferred
  • Ability to maintain composure and friendliness in high-pressure situations
  • Strong customer service, communication, and telephone skills
  • Availability for a flexible schedule, including days, evenings, weekends, and holidays
  • Capacity to remain focused in a fast-paced, deadline-oriented environment

Essential Functions:

  • Deliver outstanding customer service in a busy setting
  • Effectively resolve issues as they arise
  • Value diversity and work collaboratively with individuals from various backgrounds
  • Stand for extended periods and engage in frequent walking and stair climbing
  • Perform repetitive movements, including pushing, pulling, bending, and some twisting
  • Execute fine motor tasks, such as handling various objects and using a computer
  • Communicate clearly and effectively with guests and team members
  • Exhibit a positive, polite, and cooperative demeanor
  • Safely lift and transport heavy items with assistance when necessary
  • Assist with housekeeping tasks as directed by management
  • Handle cleaning chemicals safely and responsibly

Conclusion: This position requires a positive attitude, a commitment to diversity, and a dedication to providing exceptional customer service. Employees are expected to approach their work with enthusiasm and a collaborative spirit.

Note: Candidates must be able to perform the essential functions of the job with or without reasonable accommodation.