Guest Service Agent

Northland Properties; Irving (TX); On-site; USD 39,000 - 47,000; Full time

Benefits offered by this job

Rewards & Recognition

Free Parking

Discounted Hotel Stays for Team Member

Growth Opportunities- Career Advantage

Dedicated Training Program

Employee Assistance Program (EAP)-Free

Refer a friend or family and earn

Preferred Rates for Dallas Stars NHL

Group Life Insurance, Extended Health,

Complimentary Stays

Milestone Rewards

Job summary

The Sandman Hotel Group in Irving is seeking a Guest Service Agent to be the face of our hotels, delivering warm, welcoming service and handling check-ins/outs with a smile. You’ll manage phone, email, and in-person inquiries, arrange transportation, and provide information to guests and partners.

Ideal candidates bring 1 year front desk experience, strong communication, conflict-resolution skills, and proficiency with Opera/Opera Cloud. We offer a competitive package and growth opportunities.

Qualifications

• Completion of a two-year apprenticeship program in front desk operations or hotel management preferred.
• 1 year of experience as a Hotel Front Desk Clerk preferred.
• Experience in all aspects of customer service and people management.
• Strong working knowledge of accounting practices and principles.
• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions.
• Exceptional conflict resolution, negotiation, and objection handling skills.
• Able to effectively communicate both verbally and in writing.
• High level of proficiency Opera/Opera Cloud.

Responsibilities

• To provide a warm, welcoming and friendly environment.
• Responsible for checking guests in and out of the Hotel.
• Luggage assistance.
• Issues room keys, pamphlets, discount cards, etc.
• Answers various questions from guests and arranges transportation for guests.
• Respond to telephone, e-mail, and in-person inquiries from clients, business partners, and other parties.
• Book telephone reservations.
• Computes bills, collects payment and makes change for guests.
• Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shift.
• Print updated in-house, arrival, departure, and room status reports every two hours.
• Check all unresolved departures.
• Ensure front desk is stocked with any items guests may require before housekeeping leaves for the day.
• Write all wake-up call requests on specified form and enter on switchboard.
• Complete welcome calls.
• Clean and tidy front desk area.
• Refer all inquiries to the appropriate individuals, divisions, or departments across the organization.
• As a front-line worker, present a positive and professional image of the organization to all visitors, suppliers, inquiries, and other interactions.
• Provide information to staff and/or clients about special activities.
• Observe and report any security issues to the Manager.

Skills

Excellent customer relations

Time-management

Adaptable to change

Exceed guest expectations

Education

Two-year apprenticeship in front desk operations or hotel management

Tools

Opera/Opera Cloud

Job description

Family owned and operated, we believe in creating memorable experiences that everyone can enjoy with the help of our well-known family of brands, which include Dallas Stars NHL Team, Texas Stars AHL Team, Chop Steakhouse & Bar, Shark Club Bar & Grill, Moxies, Grouse Mountain Resort, Revelstoke Mountain Resort, Sandman Hotel Group, andThe Sutton Place Hotels.

First impressions count, right? We think so too! The Guest Service Agent is the face of our hotels. You're a people-pleaser who loves to go above and beyond to exceed the needs of our guests. You'll wear many hats-from meeter and greeter to problem-defeater. At Sandman Hotel Group, we recognize this vital role with a competitive compensation package and flexible schedule. We're also pleased to encourage personal development and real career growth, which means the sky's the limit. We know you'd love to hear about our perks-incredible team rates and discounts at all 7 of our restaurant brands is just the beginning! With over 60 hotels (and growing!) there has never been a more exciting time to join our team.

JOB REQUIREMENTS:

• Completion of a two-year apprenticeship program in front desk operations or hotel management preferred
• 1 year of experience as a Hotel Front Desk Clerk Preferred
• Experience in all aspects of customer service and people management
• Strong working knowledge of accounting practices and principles
• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required
• Exceptional conflict resolution, negotiation, and objection handling skills
• Able to effectively communicate both verbally and in writing
• High level of proficiency Opera/Opera Cloud

DUTIES:

• To provide a warm, welcoming and friendly environment
• Responsible for checking guests in and out of the Hotel.
• Luggage assistance
• Issues room keys, pamphlets, discount cards, etc.
• Answers various questions from guests and arranges transportation for guests.
• Respond to telephone, e-mail, and in-person inquiries from clients, business partners, and other parties.
• Book telephone reservations
• Computes bills, collects payment and makes change for guests.
• Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shift.
• Print updated in-house, arrival, departure, and room status reports every two hours
• Check all unresolved departures.
• Ensure front desk is stocked with any items guests may require before housekeeping leaves for the day.
• Write all wake-up call requests on specified form and enter on switchboard.
• Complete welcome calls.
• Clean and tidy front desk area.
• Refer all inquiries to the appropriate individuals, divisions, or departments across the organization.
• As a front-line worker, present a positive and professional image of the organization to all visitors, suppliers, inquiries, and other interactions.
• Provide information to staff and/or clients about special activities.
• Observe and report any security issues to the Manager.

APPLICABLE SKILLS:

• Excellent customer relations.
• Must have time-management skills.
• Adaptable to change and be able to handle multiple priorities under pressure.
• Eager and focused to exceed guest expectations.

We believe that by taking care of our team members, we create a positive atmosphere that benefits both our team members and guests. We want you to love coming to work and also find that working with Northland has a positive influence on your life outside of work.

PERKS

• Rewards & Recognition
• Free Parking
• Discounted Hotel Stays for Team Members and Family & Friends rates too!
• Ongoing Employee events, incentives & recognition
• Growth Opportunities- Career Advancement starts from Within
• Dedicated Training Program
• Employee Assistance Program (EAP)- Free mental Health Support, Legal & Financial Counselling
• Refer a friend or family and earn money!
• Preferred Rates for Dallas Stars NHL Games
• Group Life Insurance, Extended Health, Dental, Vision Care!
• Complimentary Stays
• Milestone Rewards

SUMMATION:

The Sandman Hotel Group is an Equal Opportunity, Affine Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.

To access the 'EEOC is The Law' Information poster please visit this website - http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf

Submission of resume does not guarantee an interview or an actual transfer. Qualified applicants are encouraged to apply, provided they meet the minimal requirements of the applicable skills required.

You must be legally entitled to work in United States of America to apply

We thank all applicants for their interest in Career opportunities with The Sandman Hotel Group, however, only those applicants we wish to interview will receive a reply to their application.