Job Title: Guest Service Agent - FULL TIME, 3PM-11PM and must be available on weekends.

Department: Front Office/Guest Services Reports To: Front Office Manager

Status: Non-Exempt

POSITION SUMMARY: The primary function of the Guest Service Agent is to assist the hotel guests and attend to their needs while utilizing the highest possible level of service; thus, ensuring we are providing a welcoming and accommodating environment. As GSA you will be responsible for the check in and check out of hotel guests in a courteous, professional and timely manner. Positive and clear communication with all departments and ability to communicate important information is vital to the success of a guest service agent.

ESSENTIAL FUNCTIONS: • Become knowledgeable in the hotel’s Property Management System. • Become knowledgeable in the proper check in & check out procedures. • Ensure that guests’ hotel stay and reservation needs and requests are met. • Ensure to follow through on all issues and discrepancies as pertaining to Guest Services. • Be aware of tone and composure when addressing guests and other Associates. • Ensure that guests’ names are used throughout your interaction with them. • Complete daily shift checklist. • Make and confirm reservations. • Accountable for maintaining banks and/or cash drawers at the Front Desk. • Conduct daily bucket checks. • Ensure all reservations are made following the Signature “Magic Formula”. • Complete and print all required daily reports, records & logs as necessary. • Complete courtesy calls within 20 minutes of guest check in. • Ensure to sell and identify potential future business upon check in. • Deposit guests’ valuables in hotel safe deposit box upon request. • Relocate guests to nearby hotels as necessary. • Answer and transfer calls in accordance with hotel standards. • Restock & organize all work areas as necessary. • Post charges to guest rooms, make changes, compute bills & collect payments. • Verify daily rate & availability. • Attend all mandatory meetings and hotel functions. • Comply with all company standards and policies, as established in the employee handbook. • Ensure proper corporate and group coding. • Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working. • Report any and all wear and tear of furniture and/or equipment, as well as and safety concerns in your work area, to the General Manager. • Manage shuttle traffic per the property specific standard operating procedures. • Other duties as required. Guest Service Agent This Job Description Does Not Constitute A Contract For Employment

EDUCATION REQUIRED: • High School diploma or equivalent. • College Degree preferred.

EXPERIENCE REQUIRED: • One year related experience in hotel industry or customer service, or • Equivalent combination of education and experience.

SKILLS, AND CAPABILITIES REQUIRED: • Must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests. • Must be proficient in the use of common Windows-based computer programs, including Microsoft Word and Excel. • Must be able to operate basic office machines, i.e., copier, fax, printer, etc. • Knowledge of the local area required. • Experience in customer services a plus. • Cash handling experience is a plus. • Administrative skills is a plus. • Ability to speak a second language is a plus

SUPERVISORY RESPONSIBILITIES: None

EQUIPMENT TO BE USED: • Office Equipment • Hotel and Financial computers and software.

TYPICAL PHYSICAL DEMANDS: • Must be able to stand for durations of 8 hours or longer. • Must be able to lift up to 30 lbs.

TYPICAL MENTAL DEMANDS: • Ability to effectively communicate information and respond to questions from groups of managers, coworkers, vendors and customers. • Must have excellent communication and interpersonal skills with the ability to interact with many types of personalities. • Must display very good organization and time management skills. • Must be able to read documents and credit card information provided by guests. • Must be able to answer switchboard calls.

WORKING CONDITIONS: • Exposure to detergents and cleaning solvents. • Employees are expected to comply with existing safety procedures. • The ability to work in close proximity with others comfortably, while multitasking in a fast paced environment. • Hospitality environment requires polite, professional conduct and communication at all times. • Must be flexible in schedule and able to work days, nights, weekends, and/or holidays as needed

Job Type: Full-time

Pay: $15.00 - $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Weekend availability

Ability to commute/relocate:

• Providence, RI 02903: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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