Guest Service Representative

4 weeks ago

Colorado Springs, Colorado, United States Sonesta International Hotels Full time
Job Summary

The Guest Service Agent is the main point of contact for our guests and represents the brand as all guests enter the hotel. This role is responsible for consistently delivering results that contribute to the mission and overall success of the hotel. The Guest Service Agent serves as the point person with regards to the Front Desk technology systems and in-house guest relations during their shift.

Key Responsibilities

• Deliver exceptional service to guests and clients according to the Sonesta G.U.E.S.T. standards.

• Register guests, issue room keys, and provide information on hotel services and room location. Answer phones in a prompt and courteous manner.

• Accurately process all cash and credit card transactions in accordance with established procedures, including posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.

• Maintain the security of cash, credit card transactions, and guest information.

• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes. Up-sell rooms where possible to maximize revenue.

• Follow the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing.

• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.

• Service the shoppe and the pour by ensuring guests receive the service and products offered by the hotel. Follow all local laws with regard to alcoholic beverage sales.

• Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.

• Issue, control, and release guest safe-deposit boxes.

• Comply with federal, state, and local laws regarding health, safety, and alcohol services.

• Perform other duties as assigned.

Requirements

• High School diploma or equivalent required.

• One year of previous hotel experience, or retail customer service preferred.

• Previous background from the extended stay industry preferred.

• Ability to speak, read, and write fluent English; other languages beneficial.

• Professional verbal and written communication skills.

• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred.

• Problem-solving, reasoning, motivating, organizational, and training abilities preferred.

• Experience with Microsoft Office and Opera systems preferred.

• Will be required to obtain a ServSafe certification.

• May be required to obtain a TIPS certification.

• Valid driver's license required.

• Frequently standing up, bending, climbing, kneeling, and moving about the facility.

• Carrying, lifting, or pulling items weighing up to 50 pounds.

• Frequently handling objects and equipment.

• Standing for extended periods of time.

• Will be required to work mornings, evenings, weekends, and holidays.

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