Front Desk Associate / Guest Service Agent

Job Summary
The Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Education & Experience

• College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer Services experience preferred.

Physical Requirements

• Ability to kneel, crouch, squat, climb, stand, sit, balance, reach, bend, push, pull and walk for prolonged periods
• Ability to type and/or edit data on a keyboard at 45 wpm for extended periods of time
• Ability to sit at a computer workstation for prolonged periods of time
• Ability to perform repetitive tasks with accuracy
• Ability to lift, carry, pull and push up to 30 lbs
• Ability to work in varying temperatures.
• May be exposed to mechanical, electrical, chemical and fume hazards

General Requirements

• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Williams Investment Company standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Williams Investment Company Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Ability to read, write and communicate effectively in English, both written and verbal
• Perform other duties as requested by management.

Fundamental Requirements

• Greet and welcome all guests approaching the Front Desk.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).