Guest Service Agent

Arizona Grand Resort & Spa; Phoenix (AZ); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading company in the hospitality sector is seeking a full-time Guest Service Agent to enhance the guest experience at their front desk. This role involves check-in/check-out services, assisting with inquiries, and managing guest relations while embodying the resort's standards of service.

Qualifications

• Customer service experience required, preferably in hospitality roles.
• Basic math skills and computer proficiency are necessary.

Responsibilities

• Greeting guests and providing front desk services.
• Handling guest check-ins and check-outs efficiently.
• Maintaining organized front desk resources.

Skills

Customer service

Communication

Tact and diplomacy

Education

High school diploma or equivalent

Tools

Computer systems

Job description

Summary of Position: FULL TIME

The Guest Service Agent is responsible for representing the resort by providing friendly, efficient, and hospitable check-in and check-out services at the front desk. They also offer guests information about resort amenities, local, and statewide activities and attractions, aiming to create a memorable experience for guests.

Essential Functions:

• Greet guests promptly with a friendly and sincere welcome, using a positive and clear speaking voice and attentive listening.
• Perform duties assigned by Front Office Management, including:
• Checking guests in/out via Springer Miller system.
• Assisting guests with inquiries related to check-in/out.
• Handling additional tasks such as business center functions, front or bell desk assistance, and gift card sales.
• Completing registration by inputting and retrieving information from the computer system, confirming reservation details, and making necessary changes.
• Verifying credit cards for authorization and checking IDs at check-in.
• Handling cash, making change, and balancing the house bank.
• Accepting and recording vouchers, traveler checks, and other payments.
• Posting charges to guest accounts using the computer system.
• Answering phones promptly with a positive, articulate voice, and managing messages, mail, and facsimiles.
• Closing guest accounts at checkout, ensuring a satisfactory stay and resolving issues as needed.
• Arranging registration cards and completing bucket checks.
• Incorporating Mystery Shopper Standards into every guest interaction.
• Assisting with concierge and front office functions as requested.
• Responding to guest inquiries politely and thoroughly, resolving challenges efficiently.
• Arranging recreational, dining, and business activities inside and outside the resort.
• Maintaining detailed records of guest interactions and requests.
• Delivering guest mail and packages as needed.
• Keeping the front desk resources organized and stocked.
• Supporting the business center after hours with facsimiles, photocopies, and basic computer tasks.
• Staying updated on tourism industry trends and activities.
• Performing any additional tasks assigned by management.

Qualifications:

Education: High school diploma or equivalent preferred.

Experience: Customer service experience required, preferably in hospitality front desk or concierge roles.

Certificates or Licenses: N/A

Knowledge, Skills, and Abilities:

• Ability to handle challenging guests with tact and diplomacy.
• Strong knowledge of local area and directions.
• Basic math skills and computer proficiency.
• Ability to memorize and adhere to AAA four diamond standards.

Personal Characteristics:

• Positive attitude.
• Ethical behavior.
• Effective communication skills: speaking, listening, reading, and writing in English.
• Professional appearance aligned with a four diamond resort standards.