Guest Services Agent

Priority Dispatch Corp.; Los Alamos (CA); On-site; USD 21,000 - 30,000; Full time

Job summary

Skyview Los Alamos is seeking a Guest Services Agent to deliver warm, high-quality service at the front desk and throughout the guest experience.

You will check guests in/out, verify identities, handle payments, and promote hotel services while following SOPs and brand standards.

Qualifications

• Food Handler Card valid or can be obtained within 30 days.
• Responsible Beverage Server certification or the ability to obtain within 60 days.
• Strong customer service and interpersonal skills.
• Ability to communicate effectively in English; additional languages a plus.

Responsibilities

• Assist guests at check-in and check-out according to SOPs.
• Verify guest identity and protect confidential information.
• Promote rooms, upgrades and hotel packages to guests.
• Maintain lobby, front desk, and guest areas clean and welcoming.
• Operate POS and PMS to process payments.
• Coordinate with management on maintenance and inventory.

Skills

Customer service

Interpersonal skills

English proficiency

Multitasking

Communication skills

Tools

POS systems

PMS

Job description

The Guest Services Agent at Skyview Los Alamos is the first and often the final impression of the experience, but also an instrumental and responsive team member throughout the guest’s stay. Agents complete various basic administrative duties, but the primary focus is ensuring guest satisfaction is maximized. Above all, the Guest Services Agent ensures brand standards of hotel service are met through extensive front desk training on standards of procedures (SOPs) and other systems.Responsibilities and DutiesLearn training manuals, checklists and other written SOPsLearn how to best describe the hotel, the room types and on-site amenitiesVerify the guest's identity for the stay and ensure guest information remains confidentialEnsure all guest-facing areas and surfaces are clean and tidy. This pertains to the lobby, lounge and front deskUtilize systems to ensure every guest is prepared for, with any notations and actions followedCheck in every guest to the SOP of the property, while maintaining a unique and personable experience that is memorable to themCheck out every guest with accuracy on folios with a fond farewell communicationFollow SOPs in all lost & found items, as well as possible mailing informationLook for possible maintenance needs before the guest is aware in both rooms and common areasCommunicate urgent maintenance to management and always use the pass along for recordPromote sales of rooms, upgrades and packages effectivelyNotify management of low inventory for retail, minibar, and office suppliesCorrespond professionally by email and textForesee operational deficiencies, potential problems and communicate possible solutions to the Skyview managementWork productively and develop professionally throughout shifts at Skyview Los AlamosProvide transportation for hotel and restaurant guests between the lower guest parking lot and the restaurant using the company's electric MOKE vehicle, ensuring a safe, friendly, and welcoming guest experience.If working an AM shift, responsible for setup of breakfast by 7am with oversight of stocking breakfast items throughout until 10:30amOther duties may be asked of this position by management occasionallyPhysical RequirementsFrequent standing and walking throughout the shift, including moving between the front desk, lobby and other guest areas.Ability to walk between the designated parking area and the worksite, including navigating an inclined pathway.Ability to navigate the property, which may include uneven surfaces, or outdoor areas.Occasional lifting, carrying, pushing, or pulling of items up to approximately 20-25 pounds (e.g. packages, supplies, guest items).Frequent use of hands and fingers to operate computers, telephones, key systems and office equipment.Ability to read screens, printed materials and reservation details; close and distance vision required.Occasional reaching, bending, stooping, or crouching to access materials, assist guests or lightly clean.Ability to to sit for prolonged periods at the front desk.Ability to work indoors and outdoors, potentially in varying weather conditions and temperatures.Must be able to safely operate the company's electric MOKE vehicle on private property and comply with all company vehicle operation and safety policies.QualificationsPrevious applicable experience in a hotel is preferredMust have a valid Food Handler Card or the ability to obtain one within 30 days of employment; Skyview covers the expenseMust have a valid Responsible Beverage Server certification or the ability to obtain one within 60 days of employment; Skyview covers the expenseStrong customer service and interpersonal skills, with the ability to interact professionally with guests and team membersStrong listening and oral communication skillsBasic math skills and the ability to process payments, and operate a point-of-sale system (POS) and property management system (PMS)Ability to communicate effectively in English; additional languages are a plusAbility to work a flexible schedule, including evenings, weekends, and holidays, based on business needs