Guest Services Agent

Stonebridge Companies; Frederica (DE); On-site; USD 17,047 - 24,280; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

PTO

401(k) matching

Tuition aid

Travel and lodging perks

Job summary

Stonebridge Companies in Frederica, Delaware, is hiring a GUEST SERVICE AGENT responsible for ensuring excellent customer service at the front desk. The ideal candidate will manage check-ins and check-outs efficiently, respond to guest inquiries, and resolve any complaints. This role involves maintaining a friendly atmosphere while adhering to hotel procedures.

Qualified candidates should have a one-year certificate from college or technical school, or related experience. This position offers comprehensive benefits including medical, dental, vision, 401(k) matching, and more.

Qualifications

• 3–6 months related experience and/or training.
• Ability to read and comprehend simple instructions.
• Fluent English speaking ability.

Responsibilities

• Serve as the primary contact for all guests during their stay.
• Operate front desk and provide exceptional guest service.
• Respond to guest inquiries and resolve complaints.

Skills

Customer Service Skills

Accuracy and Thoroughness

Productivity

Initiative

Accountability

Education

One-year certificate from college or technical school

Job description

GUEST SERVICE AGENT

City, State: Frederica, Delaware

Pay Range: $15/ hour

Position Purpose

The purpose of a GUEST SERVICE AGENT is to serve as the primary contact for all guests throughout their stay and effectively and efficiently check guests in and out of the hotel.

Essential Duties and Responsibilities

• Operate the front desk according to standard operating procedures and provide exceptional guest service.
• Operate reservation, check-in and check-out, and credit card systems with accuracy, following all safety and security procedures.
• Check registration (folio) cards for completeness, accuracy, and legibility.
• Maintain accurate cash sheets and balance the cash drawer.
• Operate the switchboard and distribute calls as required by the shift.
• Take guest messages and faxes accurately, noting date and time, and repeat messages to confirm accuracy.
• Use the message light to inform guests of a waiting message.
• Know emergency procedures and respond appropriately.
• Maintain knowledge of hotel promotions, room rates, and room amenities for guest inquiries.
• Be familiar with the physical layout of the building, exterior and interior, and nearby services such as shopping, convenience stores, and gas stations.
• Complete daily reports, audits, and correspondence as required by the shift.
• Keep lobby and office area clean at all times.
• Set wake-up calls as dictated by the shift.
• Prepare the room status sheet for housekeeping and update housekeeping on rooms available to clean after guests checkout or leave for the day.
• Take and confirm credit card validity and acceptability; secure area if leaving the front desk.
• Create incident reports for guest injuries or issues when required.
• Answer all calls within three rings in a scripted manner.
• Take and record reservations accurately and confirm as requested.
• Resolve guest complaints.
• Maintain regular attendance, punctuality, and compliance with work, break, and meal periods.
• Adhere to a high standard of personal appearance and grooming, including the dress code.
• Perform any other duties requested by the supervisor.
• Possess the ability for reasonable accommodations for qualified individuals with disabilities.

Desired Competencies, Work Skills, and Knowledge

• Quality of Work: High accuracy and thoroughness; monitors own work to ensure quality; provides best possible service to customers.
• Productivity: Meets or exceeds productivity standards; produces adequate volume of work efficiently within specified time.
• Customer Service Skills: Responds to service requests; demonstrates desire and ability to provide high-quality service to internal and external customers; solicits feedback to improve service.
• Initiative: Asks for and offers help when needed; involves appropriate people in decision-making.
• Accountability: Takes responsibility for own actions; works independently with little or no supervision; reliable in task completion and follow-up.

Education and Experience Requirements

• One-year certificate from college or technical school; or 3–6 months related experience and/or training; or equivalent combination of education and experience.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Fluent English speaking ability.
• Ability to interpret and perform basic computer and POS system functions.

Work Environment

• Indoor work environment.
• May involve exposure to and use of cleaning chemicals throughout the shift.
• Typical noise levels of a hotel environment.

Physical Demands

• Stand more than two-thirds of the time.
• Walk less than one-third of the time.
• Sit less than one-third of the time.
• Lift up to 15 lbs.
• Push or pull up to 10 lbs.

Equal Employment Opportunity

Our company does not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, or physical or mental disability. Equal employment opportunity will be extended to all persons in all aspects of the employer–associate relationships, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination. Every reasonable accommodation will be offered to disabled associate.

Benefits

Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid and travel and lodging perks.