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Guest Service Representative
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Job Summary
We are seeking a highly skilled Guest Service Agent to join our team at The Plaza Hotel Pioneer Park. As a Guest Service Agent, you will be responsible for providing exceptional customer service to our guests, ensuring their stay with us is memorable and enjoyable.
Key Responsibilities
- Greet and register guests in a friendly and courteous manner, ensuring a smooth and efficient check-in process.
- Assign guests to hotel rooms, making sure they have everything they need for a comfortable stay.
- Establish method of payment and verify credit, ensuring accurate billing and payment processing.
- Make and confirm reservations, ensuring guests have a seamless experience.
- Compute bills, collect payments, and make change for guests, providing excellent customer service at all times.
- Transmit and receive messages, using telephones or PMS system, to ensure effective communication with guests and staff.
- Respond to guest requests in a timely manner, resolving any issues or concerns promptly.
- Receive and resolve guest complaints, escalating to supervisor if necessary, to ensure guest satisfaction.
- Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms, to ensure their safety and security.
- Perform bookkeeping activities, such as balancing accounts and conducting audits, to ensure accurate financial records.
- Be aware of guest satisfaction scores and work towards increasing departmental and overall guest satisfaction, ensuring a positive experience for all guests.
- Follow sustainability guidelines and practices related to HHMs EarthView program, ensuring a responsible and eco-friendly approach to our operations.
- Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards, ensuring a safe working environment for all staff.
- Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods, providing excellent customer service at all times.
- Ensure overall guest satisfaction, providing a memorable and enjoyable experience for all guests.
Requirements
- High School diploma or equivalent preferred.
- Previous customer service experience or equivalent training required.
- Knowledge of PMS systems preferred.
Work Environment and Context
Work schedule varies and may include working on holidays, weekends, and alternate shifts. Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending, and reaching; stooping, kneeling, or crouching.
What We Believe
People Are Our Capability Hearts That Serve Only Excellence Stay Nimble - Own It
HHM is proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.
