Guest Services Representative

2 weeks ago

Lake Oswego, Oregon, United States Monarch Hotel Full time
Job Overview

We are looking for a motivated, reliable, and customer-focused individual to join our team as a Front Desk Agent at Monarch Hotel. The ideal candidate will possess flexible availability, including the willingness to work weekends and holidays, and will maintain a positive demeanor at all times.

POSITION SUMMARY: The Front Desk Agent is responsible for managing guest registration, reservations, and revenue collection, ensuring that all guests experience a welcoming and secure environment. This role requires adaptability, as shifts may vary, and the candidate must be prepared to work during peak times.

EMPLOYEE EXPECTATIONS:

  • Deliver exceptional service to both internal and external guests.
  • Adhere to confidentiality protocols.
  • Ensure quality, accuracy, and thoroughness in all tasks.
  • Foster positive relationships with colleagues.
  • Communicate effectively in both verbal and written forms.
  • Respond to the information needs of management and team members.
  • Encourage teamwork and collaboration.
  • Demonstrate punctuality and reliability.

KEY RESPONSIBILITIES:

  • Provide courteous assistance to guests, addressing inquiries, complaints, or requests promptly.
  • Assist in maintaining inventory for our Grab n Go service.
  • Organize daily reservations, checking for duplicates and special requests, and pre-blocking rooms as needed.
  • Handle front desk operations, including check-ins, checkouts, and answering phone calls.
  • Process guest check-ins in accordance with credit policies.
  • Resolve guest issues efficiently and effectively.
  • Understand and utilize the property management system.
  • Offer information about hotel amenities, services, and local attractions.
  • Support staff during property events to ensure guest satisfaction.
  • Maintain guest confidentiality and security protocols.
  • Familiarize oneself with property security and emergency procedures.
  • Complete additional tasks as assigned by management.
  • Handle all reservation requests with friendliness and efficiency.
  • Complete necessary paperwork for front desk operations.
  • Provide switchboard services, including message handling and wake-up calls.
  • Account for all financial transactions accurately.
  • Audit and balance cashiers' reports and cash drawers.
  • Perform filing and posting procedures as directed.
  • Keep front office areas clean and organized.
  • Communicate effectively with housekeeping regarding room status and guest needs.
  • Engage with hotel guests and employees regularly, with occasional vendor interactions.
  • Contribute to a team-oriented, environmentally conscious workplace.
  • Be prepared to work evenings, weekends, and holidays as required.
  • Stand for extended periods when necessary.

MINIMUM QUALIFICATIONS:

  • High School Diploma or equivalent.
  • Strong communication skills.
  • 2 to 3 years of experience in hotel front desk operations.

PHYSICAL REQUIREMENTS: The candidate must be able to sit or stand for long durations and occasionally lift boxes weighing around 25-30 pounds.

Monarch Hotel is an equal opportunity employer, committed to creating a diverse and inclusive workplace.

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