Guest Service Agent

Crescent Hotels & Resorts; Redwood City (CA); On-site; USD 25,548 - 36,387; Full time

Job summary

Crescent Hotels & Resorts is seeking a Guest Services Agent in California to warmly greet guests, register them, and assist with checkout while promoting hotel services.

You will use the POS system, manage payments, answer inquiries, and upsell amenities to maximize occupancy. A strong emphasis on guest satisfaction and efficient problem resolution is required.

Qualifications

• Greeting and registering guests and checking out to ensure service and profitability (≤140 chars).
• Inputting/retrieving information, processing payments, and managing room rates.
• Knowledge of hotel services, rates, packages and local area.
• Upselling techniques to maximize occupancy and revenue.
• Responding to guest inquiries and resolving issues promptly.
• Handling guest messages and communications accurately.

Responsibilities

• Greet guests and complete registration, including room assignment and key coding.
• Assist guests with check-out, process payments, and manage currencies as needed.
• Provide information on hotel services, rates, and local area.
• Promote upsell opportunities for rooms and amenities to maximize occupancy.
• Respond to inquiries and resolve issues in a timely, friendly manner.
• Field complaints, research and negotiate satisfactory resolutions.

Skills

Greet guests

Registration process

Upselling

Cash handling

Guest inquiries

Problem resolution

Communication skills

Job description

A Guest Services Agent is responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

What will I be doing?

As a Guest Services Agent, you would be responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
• Receive, input, retrieve and relay messages to guests

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate's supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an "at will" associate.

For applicants who will be working in California, the anticipated compensation range for the position is $ 22.48 per hour The salary offered to a successful candidate will be dependent on several factors that may include, but are not limited to years of experience within the job, years of experience within the required industry, education, work location, etc. Crescent Hotels is a multi-state employer and the salary ranges indicated herein may not reflect positions that work only in other states.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.