Hotel Guest Service Attendant

York PA

Description

Our hotel is searching for a part-time and full-time Guest Service Attendant (Front Desk Agent). Shifts would be mainly 1st (7A-3P) and 2nd (3P-11P). You will be cross trained to run 3rd shift (Night Audit) in the event there is a staffing issue (11P-7A). Duties and Responsibilities: • Welcome guests in a friendly, prompt and professional manner recognizing rewards status and also returning guests • Check guests in, issue room keys, provide information on hotel services and room location • Ensure required identification is taken from guests at check-in in line with local legislative requirements • Answer phones in a prompt and courteous manner • Answer, record and process all guest calls, messages, requests, questions or concerns • Record guest preferences in the system • Check guests out, including resolving any late or disputed charges • Accurately process all cash and credit card transactions using established procedures • Issue, control and release guest safe-deposit boxes in line with hotel procedures • Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up • Take action to solve guest problems/complaints using appropriate service recovery guidelines • Follow established hotel safety protocols and procedures at all times. •Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty • 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 • Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service • When working Night Audit, perform a more extensive check-list performing daily accounting tasks before closing out the business day. • Balance credit card transactions and prepare the credit card batch nightly. • Basic prep work for the morning breakfast • Ability to move items up to 50 lbs, perform basic maintenance or housekeeping tasks if needed, and deliver receipts under each guest room door nightly. • Ability to work unsupervised when required • Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc. As our business is open 24/7/365, this position will involve evenings, weekends, and holidays. Previous hotel or customer service experience preferred but not required.