The Best Western Corte Madera Inn has an immediate need for a full time (32 Hours) Guest Service Agent at our 5 acre resort-like setting property. The Guest Service Agent (Agent) is a key factor to the overall guest engagement and success of the hotel operation. The Agent will work 4 shifts per week, Wednesday, Friday, Saturday and Sunday 2pm - 10:30pm. The Agent is responsible to welcome and greet all guests in a friendly manner, answer telephone calls, process guest check in and checkouts efficiently, answer guest questions, give location directions, and make reservations by utilizing the Reneson reservation selling techniques. Agent’s will assist guests with assistance and coordinate with housekeeping, houseperson, maintenance staff, and management to fulfill guest requirements. In addition, Agent’s may provide guests with access to hotel services, forward in-room meal requests, and ensure mail, faxes and packages are delivered in a timely manner. This work may also serve as concierges, assisting guests with ground transportation information, restaurant or entertainment reservations, and providing other information about local events. Agents will also be required to resolve guest complaints and find way to resolve issues to the guest’s satisfaction.
This work is conducted at the front desk area, although there may be times that require work in common areas, guest rooms and meeting rooms. Ongoing guest satisfaction is a key to meeting our hotel guest service standards. Thus, attention to every job detail is very important to the success of the hotel and achieving and exceeding job performance requirements. This position is required work weekends and holidays during your regular scheduled days, and overtime as needed.
QUALIFICATIONS
Applicant should have prior customer service work experience, preferably in the hospitality industry.
Applicant must have excellent verbal and written communication skills and ability to prioritize tasks and responsibilities.
Applicant must be able to communicate clearly in English to guests and coworkers.
Applicant must have pleasant personality and ability to engage and assist with wide variety of guest service needs.
Applicant must possess fundamental math skills.
Applicant must have personal computer skills including use of Microsoft Word, Excel, Outlook, and a Property Management System (PMS) or equivalent Point-Of-Sales-System.
Applicant must be able to arrive to work on time to work as scheduled.
Applicant must be able to work weekends and holidays, in accordance with regular schedule and overtime as needed.
Applicant must meet minimum physical requirements for the following and separate Physical Demand Section below:
possess ability to work in a standing position for long periods of time.
be able to reach, bend, stoop frequently and lift 15 pounds to counter height.
be able to see, read and have fine motor skills to grasp pens, credit cards, paper, etc.
must be able to speak clearly and hear to interact with guests and other employees in person, on phone and on walkie-talkie.
PRIMARY DUTIES AND RESPONSIBILITIES
To perform this job successfully, the Agent must be able to perform each essential duty and responsibility in a safe and satisfactory manner, be punctual, and have a good attendance record. In addition, the requirements listed below are representative of the knowledge skills, and/or ability required. Reasonable accommodations may be made to enable an Agent with disabilities to perform essential job functions.
Ensure compliance with all Reneson safety practices for employees and guests.
Responsible for guest check-in/check-out courteously and efficiently.
Responsible to answer telephone, direct as needed, or answer questions and take reservation for guest room.
Responsible to complete tasks outlined on Front Desk Checklist.
Proactively provide information to guests to ensure complete guest satisfaction and to timely respond to all guest inquiries.
Responsible to resolve or coordinate the resolution of guest complaints (and compliments) expeditiously and in a professional and courteous manner.
Responsible to complete regular tasks assigned by Guest Service Manager or General Manager.
TASKS
On a daily basis comply with all Company and Department safety policies and procedures.
On a daily basis comply and complete the Front Desk Checklist requirements.
With all guests be pleasant, courteous, patient and professional at all times.
Welcome all guests; receive all compliments and complaints, and respond accordingly
Answer all guest inquiries politely and enthusiastically.
Provide guests with directions, explain local attractions, hotel amenities and services.
Interact with and all guest accounts.
Utilize GuestEq for welcome greeting, follow up guest requests and maintenance items.
Check-in/check-out of all guests.
Accept all payments toward guest accounts including: cash, credit cards and coupons/vouchers.
Make future reservations for guests at our hotel using Reneson reservation selling techniques
Cashiering – posting, personal audits, etc…
Front Desk functions – room status changes, reports, revisions or in-house moves, answer phone, take reservations.
Radio Housekeeping of room moves, early check outs or late departures, items to be placed in rooms, or requested additional items.
Radio maintenance to repair items in guest room that need immediate action.
Maintain an accurate balance of cash throughout the day.
Process all safety deposit box transactions.
Notify manager all guest accounts over their credit limits and process accordingly
Notify guests when they receive mail including Fed-Ex, Faxes, etc. by posting in folio and texting using GuestEQ if not in room.
Accept guest dry cleaning to be sent out. Post charge upon return and have item delivered to guest room
Monitor Front Desk supplies and notify Manager when supplies are low.
Notify Housekeeping and Maintenance Department Heads of any respective problems, early arrivals, or late checkouts.
Ensure that the Front Desk and Lobby areas are clean and presentable at all times.
Communicate all outstanding items to next shift.
Other related tasks upon request.
Indicates Essential Job Functions (performance of the function is the reason the job exists). A function may be essential when 1) number of available employees to perform function is limited, 2) requires specialized skills – function occupies a large percentage of time, and 3) failure to perform the function may have serious consequences.
PHYSICAL DEMANDS
The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear and see guests, computer screens, answer telephones, walkie-talkie radio and other employees. The Agent is frequently required to stand; walk; use hand to finger, handle or feel, and reach with hands and arms. The employee is required to reach shoulder height with arms outright frequently throughout shift. The employee is occasionally required to climb, balance, stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 5 pounds and occasionally lift and move objects up to 15 pounds to counter height. Specific vision abilities required by this job includes close vision, distance vision, color vision, peripheral vision, depth perception and ability adjust focus.
Apply online at www.renesonhotels.com or stop by the hotel, 56 Madera Blvd, Corte Madera to complete an application.
We offer great health benefits, vacation, sick and holiday pay and 401k with matching! Pay rate is $21.50 per hour.