Guest Service Agent

3 days ago

New York, New York, United States Library Hotel Full time $52,000 - $65,000 per year

We are seeking friendly and customer service oriented personalities for Full Time roles as Guest Service Agent.

SUMMARY DESCRIPTION

Responsible for welcoming guests through check in and out of hotel, receiving payment, correcting account and reservation discrepancies, creating and canceling reservations and acting as a switchboard.

ESSENTIAL DUTIES

  • Presents and receives completed registration card, assigns rooms, and informs guests of room location and rate.
  • Input information such as room numbers and messages.
  • Files checkout registration cards daily.
  • Corrects inaccuracies and discrepancies on guest accounts.
  • Posts charges to guest accounts.
  • Completes daily bucket and high balance checks and files check in cards.
  • Must be familiar with the physical layout of the Hotel, including guest rooms and their locations, facilities, and amenities in order to confidently sell Hotel to prospective guests.
  • Updates all guest profiles with correct billing information, preferences, special requests, etc.
  • Reports any guest concerns or comments to the MOD.
  • Takes on the spot reservations.
  • Provides Concierge and Bell services to guests when needed
  • Investigates guest charges to resolve guest complaints.
  • Checks messages and mail
  • Book guest reservations for individuals via telephone, email or fax from within the hotel in accordance with Library standards and reservations scripts.
  • Up-sell rooms where possible according to established procedures to maximize revenues.
  • Balances cash daily.
  • Deposits cash in safe and float in safety deposit box.
  • Ensures all billing and paperwork is done in accordance with Accounting standards
  • Accepts advance deposits for guests checking in and posts the advance to guests' accounts.
  • Other duties as assigned

RESPONSIBILITIES AND AUTHORITIES:

  • Connects with guests on a daily basis, provides exceptional customer service and creates memorable experiences.
  • Handles guest complaints promptly and professionally.
  • Reports guest concerns or comments to the Front Office Manager/Front Office Asst Manager.
  • Establish and develop long term customer relationships providing value and profitability
  • Enhancing our guests stay by creating a welcoming, upscale atmosphere
  • Must be available to work a flexible schedule

REQUIREMENTS:

Education:

  • Any combination of education and experience providing the required skill and knowledge for successful performance would be qualifying. Typical qualifications would be equivalent to:
  • Hospitality Diploma or Degree
  • Minimum 6 months customer service experience

Knowledge:

  • Additional experience as a Front Desk Agent, Guest Service Representative, or Guest Service Agent from the hospitality industry is desired.
  • Experience in customer service from a hotel background.

Skills:

  • Must have excellent interpersonal skills and enjoy working with people.
  • Must be enthusiastic, punctual, and dedicated to the job.
  • Reading, writing, speaking and understanding the English language, a second language is a positive.

License:

  • Not required

Physical:

  • Must be able to remain stationary (standing) for long periods at a time.
  • Must be able to lift 75 pounds and move throughout the property with ease.

This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform and other related duties, as may be required by their supervisor.

Job Type: Full-time

Pay: $ $25.00 per hour

Benefits:

  • 401(k)
  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Work Location: In person

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