Guest Service Agent (Front Desk) Margaritaville Resort Biloxi

Priority Dispatch Corp.; Biloxi (MS); On-site; USD 10,000 - 60,000; Part time

Job summary

An established industry player is seeking a Guest Service Agent to deliver exceptional guest experiences at a vibrant resort. This role involves providing warm, friendly service, efficiently managing guest inquiries, and ensuring a seamless check-in and check-out process. As a key member of the team, you will engage with guests, respond to their needs, and contribute to a welcoming environment. If you have a passion for hospitality and enjoy working in a dynamic setting, this position offers a fantastic opportunity to grow in the hospitality industry while making a positive impact on guest satisfaction.

Qualifications

• Strong customer service background and ability to solve conflicts.
• Excellent communication skills in English, both verbal and written.

Responsibilities

• Provide exceptional service to guests, ensuring a warm and friendly atmosphere.
• Handle guest inquiries efficiently and maintain professional standards.

Skills

Customer Service

Interpersonal Skills

Oral Communication

Written Communication

Organizational Skills

Time Management

Multi-tasking

Team Player

Education

High School Diploma or GED

Tools

Computer Skills

Telephone

Job description

Job Details

Job Location: Margaritaville Resort Biloxi - Biloxi, MS

Position Type: Part Time

Salary Range: $14.00 - $14.00 Hourly

Job Shift: Any

Description

Position: Guest Service Agent

Job Summary:

The Guest Service Agent will provide exceptional service to the guest, always conveying a warm and friendly attitude. Courteously and efficiently handle guest calls. Proactively provide our guests with personal service and attention that exceeds their expectations.

The Guest Service Agent is responsible for a professional, yet personal and efficient check-in and check-out for each guest of the hotel. Process all payments according to established hotel requirements. Provide information to any guest or visitor inquiries in person or via the telephone. In addition, he/she is expected to complete daily checklists and practice aggressive hospitality and courtesy at all times.

Job Duties: Daily Operations

Following through a checklist, as a Guest Service Agent, your responsibilities will include, but are not limited to the following:

• Constant execution of company standards and policies.
• Answer all incoming calls in an efficient professional manner identifying yourself, following the guest service requirements.
• Process and respond to all emailed and faxed inquiries and reservations in an efficient manner.
• Assist Group Sales with any necessary room assignments day of arrival or with leaflets/information needed to pass on to their groups.
• Block special request reservations and suites.
• Run daily AM and PM reports.
• Responsible for providing prompt yet personal service at all times.
• Approach all encounters with guests, employees and members in a professional and personalized manner.
• Maintain regular attendance in compliance with company standards, as required by scheduling, which will vary according to the needs of the hotel.
• Must have a professional image and personality exuding confidence and leadership skills while encouraging safe and efficient hotel operations.
• Actively participates in daily briefings and meetings.
• Expected to conduct oneself in a discrete manner in all guest areas while on property.
• Ensures that the safety & confidentiality of all matters pertaining to guests and members are met in accordance with hotel standards.
• Know and be able to execute all hotel emergency procedures.
• Understand and communicate promotions and enhancements effectively with Service guests.
• Build rapport with VIPs, distinguished visitors; do a quality assurance follow up with guests after check-in and encourage feedback throughout their stay.
• Offer to handle special arrangements during guest stay; coordinate future visits.
• Actively participate in training and continuing education related to the Front Desk.
• Complete projects in a timely manner as required by management (Guest Service Supervisor, Guest Service Manager, Director of Hotel Operations).
• Have strong knowledge of hotel facilities and services, and local attractions.
• Maintain a clean and professional work environment at all times.

Qualities of Candidates

• Strong customer service background.
• Ability to use calming interpersonal skills to solve conflict as necessary.
• Uses oral communication to listen and get clarification and responds to all requests in the best tone.
• Exercises clear and informative written communications; edits for spelling and grammar.
• Ability to build and facilitate a positive team spirit.
• Prioritizes and plans work activities; Uses time efficiently.
• Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions.
• Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Meets productivity standards; Completes work in timely manner; striving to increase productivity.
• Able to manage competing demands, frequent changes, delays or unexpected events.
• Holds punctuality in the highest regard; coming to work consistently and on time.
• Follows instructions, responds to management direction and is able to take responsibility for their own actions.

This job description provides a framework for the job; other duties may be assigned as necessary.

Employees must be able to relate to other people beyond giving and receiving of instructions: (a) can get along with co-workers or peers without exhibiting behavioral extremes and (b) respond appropriately to criticism from a supervisor/manager.

Qualifications:

• High school diploma or GED.
• At least two years of related guest service experience, with one year of hotel experience preferred.
• Excellent communications skills in English, in person, on the telephone, and in writing.
• Professional appearance, well-groomed within company guidelines.
• Proficient computer skills.
• Outstanding listening and implementing skills.
• Excellent organizational and time management, decision-making and planning skills.
• Able to multi-task and maintain upbeat and positive working relationships while providing excellent guest service.
• Ability to be a team player and a leader given the time and task.

Physical Requirements:

• On a continuous basis, stand or sit for long periods of time, intermittently twist to reach equipment or supplies, perform simple grasping and fine manipulation; use telephone and computer keyboard on a daily basis.
• The incumbent should be able to stand continuously for 8 hours.
• Incumbent must be able to communicate clearly. Long hours sometimes may be required. Medium work Exerting up to 50 pounds of force occasionally, and/or 30 pounds of force constantly to lift, carry, push, pull, or otherwise move objects.
• Pushing, pulling and lifting objects from lower to higher position or higher to lower position or moving objects horizontally, from position to position and be able to grasp objects while bending, stooping, standing, sitting or walking.
• Will be required to maintain body equilibrium to prevent falling while walking, standing or crouching in narrow, slippery, or erratically moving surfaces.
• Will be required to balance and carry heavy trays of beverages and or food to and from tables.
• Climbing and ascending or descending ladders, stairs and ramps.
• Hearing sounds at normal speaking levels with or without correction with audible alarms sounding.
• Specific vision abilities include close, distance, color, peripheral, depth perception and the ability to adjust focus both indoors and outdoors.
• May occasional travel for training purposes or other business needs.
• May be required to work, in a changing indoor and outdoor environment, such as bright sunlight, noise, wind, rain, cold, snow, heat, smoke etc.
• Must poses sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, calculator, scanners general office equipment and multi-line telephone.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers, guests, and members.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, and cooperativeness.

This can be a full or part-time position. The schedule will be based on business needs so flexibility in scheduling is required. The Hotel operates 24 hours per day and seven days a week, including Holidays and weekends.