Guest Service Agent-51700

Auro Hotels; Charleston (AR); On-site; USD 17,000 - 25,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental plan

PTO

401k

Employee discounts

Job summary

Residence Inn Charleston Riverview by Auro Hotels seeks a dynamic Guest Service Agent to greet and serve guests with warmth and professionalism. You will register guests, respond to requests, and close accounts at checkout, ensuring a smooth and memorable stay.

Must be available for 7am–3pm or 3pm–11pm shifts, including weekends and holidays. Company benefits include health, vision, dental, PTO, 401k, employee discounts, and more.

Qualifications

• High School Diploma or college degree preferred; 2-3 years’ experience or equivalent combination considered.
• Excellent customer service and communication skills are essential.
• Ability to handle cash, process payments, and balance cash at shift end.

Responsibilities

• Greet guests with a friendly, courteous welcome and provide attentive service.
• Assist guests during check-in/check-out and resolve issues promptly.
• Handle phone inquiries and direct guests to appropriate staff or services.
• Maintain accurate cash handling and balance cash bank per procedures.
• Promote hotel facilities and services to maximize occupancy and guest satisfaction.

Skills

Guest service

Communication

Cash handling

Problem resolution

Phone etiquette

Teamwork

Education

High School Diploma

College degree preferred

Job description

Residence Inn Charleston Riverview is seeking a dynamic Guest Service Agent. Must be available to work 7am to 3pm, 3pm to 11pm, weekends and holidays. Compensation is based on experience. Company benefits include health, vision, dental, PTO, 401k, employee discounts, and much more. The primary purpose of the Guest Service Agent is to greet and serve guests in a professional, gracious manner. Register guests; provide prompt and courteous service to the guest throughout their stay, resolve guest problems, close guest accounts upon check out and offer fond farewell to guests.

Essential Job Functions

• Greet guests immediately with a friendly, sincere welcome. Maintain eye contact with guest. Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action.
• Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible, and ensure that staff does the same. Maintain and provide accurate information on and promote hotel facilities.
• Maintain cash bank per accounting guidelines. Comply with all accounting procedures.
• Maintain effective communication within Front Office and related departments, and with all hotel departments. Stay aware of issues relating to front office and general hotel operations. Attend meetings as scheduled. Apprise management of any concerns or suggestions.
• Adhere to safety, security and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards. Adhere to security procedures on the handling of guest room keys, the protection of guest related information and conduct weekly inventory of guest room keys.
• Understand and operate front office telephone, computer systems, and equipment such as ten key adding machine, facsimile machines, etc.
• Promptly complete registration process, input and retrieve information from computer, confirm pertinent information including number of guests, method of payment and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate, provide key folder containing guest room key (and club key if applicable), certificate and coupons as appropriate. Close out guest accounts at time of check out. Properly file and retrieve registration cards.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance assigned cash bank. Accept and record vouchers, traveler’s check and other forms of payment. Post charges to guest rooms and house accounts using the computer. Process payments per established procedures.
• Provide safety deposit boxes to guests in accordance with established hotel procedures.
• Promptly answer the telephone using positive, pleasant tone of voice and following the established verbiage. Input messages into the computer. Retrieve messages and communicate the content of messages to guests. Retrieve and send mail, small packages and facsimiles for guests.
• Listen to and promptly act to resolve guest problems and complaints. Authorize revenue allowances to remedy problems only after other alternative solutions have failed and appropriately document the solution/remedy. Apprise management of all guest complaints/problems; including those that have been resolved.
• Nothing in this job description restricts management’s right to assign or reassign duties, work hours and/or responsibilities for this job at any time.

College degree preferred; High School Diploma and/or 2‐3 years’ experience or equivalent combination of education and experience required.

Auro Hotels is an Equal Employment Opportunity and E-Verify Employer. All applicants are subject to background and substance abuse screening prior to any offer of employment.