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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 Summary: The Front Desk Agent plays a crucial role in managing guest reservations and ensuring a welcoming atmosphere. As the primary point of contact for guests, exceptional customer service is paramount. Responsibilities include:

  • Checking guests in and out of their accommodations.
  • Processing reservations via various channels.
  • Handling financial transactions and maintaining accurate cash flow.
  • Managing property keys and communication devices.
  • Addressing guest inquiries and fulfilling requests.
  • Answering and directing incoming calls.
  • Providing information about property amenities and local attractions.
  • Ensuring guest satisfaction throughout their stay.

Given the front desk's central role, it is essential to stay informed about ongoing events and collaborate with all departments. This position demands mental agility and the ability to multitask effectively in a dynamic environment. The Front Desk Agent must work well both independently and as part of a team, prioritizing safety and communication at all times.

Job Requirements:

  • Previous 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 beneficial.
  • Ability to maintain composure and friendliness in high-pressure situations.
  • Strong customer service, communication, and telephone skills.
  • Flexible availability, including weekends and holidays.
  • Capacity to remain focused in a fast-paced, deadline-driven environment.

Essential Functions:

  • Deliver outstanding customer service in a busy setting.
  • Resolve issues promptly and effectively.
  • Value diversity and engage positively with individuals from various backgrounds.
  • Stand for extended periods and perform physical tasks such as walking and climbing stairs.
  • Engage in repetitive motions, including lifting and handling objects.
  • Utilize fine motor skills for tasks such as typing and writing.
  • Communicate clearly and effectively with guests and colleagues.
  • Exhibit a positive, polite demeanor towards all stakeholders.
  • Safely lift and transport heavy items when necessary.
  • Assist with cleaning tasks as directed by management.

Above all, this role requires a positive attitude, a commitment to diversity, and a dedication to exceptional customer service. Each team member is 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.