Guest Service Agent

Clarion Hotel Philadelphia International Airport; Essington (PA); On-site; USD 30,000 - 40,000; Full time

Job summary

Join a dynamic team as a Guest Service Agent at a leading hotel, where you'll provide exceptional service to guests. Your role will involve welcoming guests, managing check-ins and check-outs, and handling inquiries with professionalism. This position requires strong communication skills and the ability to multitask in a fast-paced environment. You will have the opportunity to enhance guest satisfaction and contribute to the hotel's success. With a focus on teamwork and quality service, this role is perfect for individuals passionate about hospitality and guest relations. Embrace the chance to make a difference in every guest's stay!

Benefits

Medical, Dental & Vision Insurance

Paid Vacation

Paid Personal Days

Paid Holidays

Complimentary Life Insurance

Employee Discounts

Qualifications

• High School diploma required; customer service experience preferred.
• Must be able to handle cash and have hotel experience.

Responsibilities

• Welcome guests and process check-ins and check-outs efficiently.
• Handle guest inquiries and resolve complaints to ensure satisfaction.
• Upsell rooms and promote teamwork among staff.

Skills

Effective communication in English

Customer service skills

Basic math or accounting skills

Problem-solving skills

Multitasking abilities

Computer skills for property management systems

Ability to work flexible shifts

Education

High School diploma or equivalent

Job description

Job Summary

As the Guest Service Agent, you will welcome and acknowledge guests in a friendly and professional manner while providing outstanding service. Check-in and check-out guests, settle guests accounts upon check-out, answer incoming calls, make room reservations, answer questions, and resolve guest complaints.

Responsibilities

• Welcome and acknowledge guests in a friendly and professional manner both in person and on the phone.
• Process guest check-ins and check-outs.
• Accurately process all cash and credit card transactions in accordance with established policies and procedures.
• Answer phone in a prompt and courteous manner.
• Book guest reservations for individuals and/or groups, and process cancellations.
• Assist with room blocks, and pre-register groups to ensure a smooth check-in process.
• Follow up to ensure all guest requests are fulfilled and/or delivered to ensure guest satisfaction.
• Resolve guest complaints, elevating to supervisor if needed.
• Answer inquiries about hotel services, in-house events, directions, local attractions, etc.
• Upsell rooms where possible to maximize hotel revenue.
• Promote teamwork and quality service through daily communications and coordination with other shifts and departments.
• Respond to guest questions, complaints and/or requests in a courteous manner to ensure guest satisfaction.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Perform other duties/tasks as assigned by management.

Skills

• Ability to communicate effectively in English.
• Great customer service and communication skills.
• Basic math or accounting skills.
• Ability to problem solve to effectively deal with customers.
• Ability to multitask, detail oriented and comfortable with high call volume.
• Must have computer skills to operate various property management and reservation systems.
• Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
• Must be able to stand for extended periods of time.
• Must be able to lift, push, pull, or move object weighing up to 25 lbs.
• Ability to work flexible shifts to include days, nights, weekends, and holidays.

Qualifications

• High School diploma or equivalent
• Previous customer service experience
• Previous cash handling experience
• Hotel and Front Desk experience a plus

Benefits

• Medical, Dental & Vision Insurance
• Paid Vacation
• Paid Personal Days
• Paid Holidays
• Complimentary Life Insurance
• Employee Discounts

Source: Hospitality Online