Guest Services Agent

Stonebridge Companies; Westminster (CO); On-site; USD 37,000 - 42,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Paid time off

401(k) matching

Tuition aid

Travel and lodging perks

Job summary

Stonebridge Companies is looking for a Guest Service Agent in Westminster, Colorado. The role involves serving as the main point of contact for guests, handling check-ins and check-outs efficiently, and providing exceptional customer service throughout their stay.

Candidates should have a certificate from a college or technical school, or relevant experience. The position offers extensive benefits including medical, dental, and 401(k) matching, ensuring a supportive work environment.

Qualifications

• Excellent customer service skills and ability to resolve guest complaints.
• One year of related experience or certification is preferred.
• Fluent in English and able to perform basic computer functions.

Responsibilities

• Serve as the primary contact for all guests throughout their stay.
• Perform check-in and check-out procedures efficiently.
• Maintain cleanliness of lobby and office areas.

Skills

Customer service skills

Attention to detail

Ability to read and comprehend instructions

Basic computer skills

Education

One year certificate from college or technical school

Job description

City, State: Westminster, Colorado
Pay: $18.50/hr

Overview

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 with exceptional guest service.
• Operate with accuracy the reservation system, check‑in and checkout system and credit card system, following all safety and security procedures.
• Check registration (folio) cards for completeness, accuracy, and legibility.
• Maintain accurate cash sheet and responsible for cash drawer balancing.
• Operate the switchboard and disperse calls as required by your shift.
• Take guest messages and faxes with accuracy, always noting the date and time of message; repeat message back to caller to assure accuracy.
• Use message light to tell guests that they have a message waiting.
• Know emergency procedures and how to respond; never say a guest’s room number out loud.
• Be knowledgeable of hotel promotions, room rates, and amenities.
• Know the physical makeup of building – exterior and interior, and nearest shopping, convenience store and gas station.
• Complete daily reports, audits and correspondences as required by your shift.
• Keep lobby and office area clean at all times; set wake‑up calls as dictated by your shift.
• Prepare room status sheet for housekeeping and update housekeeping on rooms available to clean as guests check out or leave for the day.
• Take and confirm credit cards for validity and acceptability.
• Lock and secure area if leaving the front desk, even if for a moment.
• Create incident reports for guest injuries/issues when required.
• Answer all calls within three rings; all calls are to be answered in a scripted manner.
• Take and record reservations with accuracy and confirm as requested.
• Resolve guest complaints.
• Maintain regular attendance, be consistently on time, and observe prescribed work, break and meal periods in compliance with standards.
• Maintain high standards of personal appearance and grooming, including compliance with the dress code.
• Perform any other duties as requested by supervisor.

DESIRED COMPETENCIES, WORK SKILLS, AND KNOWLEDGE

• Demonstrates a high quality of work – accuracy, thoroughness and monitoring own work for quality.
• Meets or exceeds productivity standards; produces adequate volume of work efficiently.
• Excellent customer service skills – responds to requests, provides high‑quality service, solicits feedback to improve service.
• Initiative – asks for and offers help when needed; includes 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 three to six months related experience and/or training; or an equivalent combination of education and experience. Ability to read and comprehend simple instructions, short correspondence, and memos; write simple correspondence; speak English fluently; interpret and perform basic computer and POS system functions.

WORK ENVIRONMENT

• Indoor work environment.
• May be exposed to and use of cleaning chemicals throughout the shift.
• Minimal to moderate noise levels consistent with 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

Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members. Resumes and applications will be evaluated based on qualifications and the ability to meet the position’s requirements.

Benefits

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