Guest Services Agent

Stonebridge; Westminster (CO); On-site; USD 34,632 - 42,328; Full time

Benefits offered by this job

Medical, dental, vision coverage

PTO

401(k) matching

Tuition aid

Travel and lodging perks

Job summary

Stonebridge is seeking a GUEST SERVICE AGENT in Westminster, Colorado to serve as the primary contact for guests and ensure exceptional service during their stay. The role involves managing check-ins and check-outs, handling cash transactions, and maintaining front desk operations.

The ideal candidate should possess a one-year college certificate or equivalent experience, and have strong customer service and communication skills. Comprehensive benefits including medical, dental, vision, and PTO are offered.

Qualifications

• One year certificate from college or technical school or equivalent experience.
• Ability to read, write, and speak English fluently.
• Ability to interpret and perform basic computer functions.

Responsibilities

• Serve as the primary contact for all guests during their stay.
• Operate front desk procedures with exceptional guest service.
• Maintain cash sheets and balance cash drawers.
• Resolve guest complaints effectively.

Skills

Customer Service Skills

Productivity Standards

Quality of Work

Initiative

Accountability

Education

One year certificate or equivalent experience

Tools

Computer and POS system functions

Job description

Location and Pay

Westminster, Colorado

Pay: $18.50/hr

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 with exceptional guest service.
• Operate with accuracy the reservation system, check‑in and check‑out system and credit card system, following all safety and security procedures.
• Check registration (folio) cards for completeness, accuracy, and legibility.
• Maintain accurate cash sheet. 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 the accuracy of the message. 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.
• Know room rate. Also know the amenities of the rooms so you can inform guests of what to expect in their rooms.
• Know physical makeup of building‑exterior and interior. Know where the closest shopping, convenience store and gas station is.
• Complete daily reports, audits correspondences etc. 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 checkout 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 it is for a moment!
• Create incident reports for guest injuries / issues when required.
• Answer all calls within three (3) rings. All calls are to be answered in a “scripted” manner.
• Take and record reservations with accuracy. Confirm as requested.
• Resolve guest complaints.
• Maintains regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards.
• Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
• Performs any other duties as requested by supervisor.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of the position.

Desired Competencies, Work Skills, and Knowledge

• Quality of Work
  • Demonstrates accuracy and thoroughness.
  • Monitors own work to ensure quality.
  • Provides the best possible service to clients and customers.
• Productivity Standards
  • Meets or exceeds productivity standards.
  • Produces adequate volume of work efficiently in a specific time.
• Customer Service Skills
  • Responds to requests for service and assistance.
  • Demonstrates the desire and ability to provide high quality service to both internal and external customers.
  • Solicits customer feedback to improve service.
• Initiative
  • Asks for and offers help when needed.
  • Includes appropriate people in decision‑making.
• Accountability
  • Takes responsibility for own actions.
  • Performs work with little or no supervision; works independently.
  • Can be relied upon regarding 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 equivalent combination of education and experience.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to speak English fluently.
• Ability to 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 2/3 of the time
• Walk less than 1/3 of the time
• Sit less than 1/3 of the time
• Lift up to 15 lbs
• Push / pull up to 10 pounds

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, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

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.

Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.