Guest Service Agent

Job description

Perform all duties required for a warm welcome and efficient check in and check out process, abiding by our service standards. Maintain the highest level of employee/guest relations. Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information. Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests, amenities or celebrations. Be knowledgeable of Vermont and area events and offerings to suggest to guests/visitors. Be knowledgeable and provide information on special events, group needs, resort amenities and activities and distribute associated information/packets, gift bags, etc. Perform all cashier functions to include accurate posting of charges to individuals and groups, and maintenance of cash receipts and hotel banks. Resolve guest issues and ensure follow-up as needed with the guest and applicable department. Complete all items on appropriate (AM, PM, Overnight) checklist by end of shift. Perform reservation functions including entering and updating group files. Attend departmental stand-up meetings and group resume meetings on an as needed basis. Assist in keeping the front desk area clean, stocked, and organized. Assist with room deliveries or guest/visitor requested on an as needed basis. Maintain a positive and collaborative working relationship with front office associates and all departments. Enthusiastically collect guest feedback and communicate to appropriate Manager/Director. Complete additional tasks as assigned by supervisor or manager.

Please note our business is open 7 days a week. Shifts and schedule will vary based on demand. The position requires weekend and holiday work. 7 AM – 3 PM or 10 AM – 6 PM or 3 PM- 11 PM.

Special Requirements

Able to be friendly and engaging with all guests, visitors and fellow associates required. Strong communication and presentation skills required. Excellent computer skills required. Excellent listening skills required. Ability to handled multiple tasks efficiently required. Knowledge of MS Office, Email, and social media required. Ability to work well under pressure in a fast-paced environment/ Ability to walk and stand for extended periods of time required. Ability to reach, crouch, bend, push/pull throughout duration of shift. Ability to lift up to 30 lbs. Ability to work a flexible schedule, including weekend and holidays.