Guest Services Agent

Crescent Hotels
Baltimore, MD
Jul 13, 2018
Jul 16, 2018
Accountant, IT
Full Time
Job Overview Greet and register guests, provide prompt and courteous service and close out guest accounts upon completion of stay to meet brand's high standards of quality. Essential Job functions: Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions. Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests, room rate. Promote Crescent marketing programs. Make appropriate selection of rooms based on guests needs. Code electronic keys, non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested. Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances. Field guest complaints, conducting thorough research to develop the most effective solutions. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. Perform any other job related duties assigned. Minimum Qualifications: Must have the ability to communicate in English, can communicate well with guests. You must have a positive, energetic personality, willingness to learn and the commitment to support and advance the image and reputation of the hotel. The Guest Service Agent must the have ability to multi task and keep up in a fast-paced customer service-oriented environment. Additional Qualifications: * 1-2 years of experience at the front desk in a full service establishment preferred * 1-2 years hospitality industry experience preferred * 1 years of experience at the Front Desk in a full service establishment preferred * 1 years hospitality industry experience preferred * Experience with multi line phone system/switch board preferred * Strong interpersonal verbal communication skills * High school diploma or equivalent Physical Demands: Ability to grasp, lift and/or carry, or otherwise, move goods weighing a maximum of 100 Lbs on a continuous schedule. Able to stand for long periods of time, reach above head level, bend, stoop, twist and lift These physical demands are representative of the physical requirements necessary for an associate to successfully preform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the front desk agent job.

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