Guest Service Agent (PM / Overnight Shift)

Work Environment 

• Must be able work in a fast-paced environment.
• Guest-facing position standing behind desk.

Physical Demands

• Must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

Expected Hours of Work 

• Must be flexible to work variable days of the week to include weekends and holidays.
• Must be flexible to work variable shifts (days, nights, overnights).
• Ten to twelve hour shifts sometimes required.

Education and Experience

• High School diploma or equivalent required.
• One year of previous hotel experience preferred.

Principle duties and responsibilities (Essential Functions) include: 

• Greet guests warmly and professionally.
• Register guests, verify registration, issue room keys and provide information on hotel services and room location. 
• Manage the operations of the front desk, ensuring minimal time is required for check in and checkout.
• Accept payments, post miscellaneous charges and ensure prompt delivery of final bills to guests.
• Issue, control and release guest safe-deposit boxes.
• Maintain the security of cash, credit card transactions, and guest information.
• Maintain knowledge of hotel policies including room rates, discounts, special offerings, and community events.
• Maintain knowledge of upcoming events, local area, and hotel offerings.
• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes. 
• Up-sell rooms where possible to maximize revenue.
• Direct guests to appropriate hotel staff for assistance with questions and special requests regarding food, laundry, concierge services, or housekeeping. 
• Treat requests with professionalism, tact, and a courteous manner.
• Perform other duties as requested by management.

Qualifications and Skills 

• Professional verbal communication skills.
• Excellent interpersonal and customer service skills, including dealing with difficult guests.
• Excellent organizational skills and attention to detail.
• Experience with Microsoft Office and Opera systems preferred.