Job description

The Guest Service Agent is responsible for assisting guests efficiently, courteously and professionally in all front office-related functions according to standards established by Management. A high standard of service and hospitality is to be maintained at all times, with a consistent goal of total guest satisfaction and guest retention.

THE PERKS:

• Working with a professional and dedicated team
• Providing memorable guest service in an award-winning hotel in downtown Portland
• Medical, Vision, Dental Benefits
• Basic Life AD&D and Voluntary Benefits
• 401(k) Retirement Savings
• Paid Time Off
• Paid Sick Leave
• Complimentary TriMet Transit Pass
• And more!

WHO YOU ARE:

• You work effectively under time constraints with minimal supervision
• You communicate well with others and are accepting of feedback and instructions on how we can better serve our guests
• You demonstrate flexibility and are able to change activities frequently and handle interruptions
• You are very committed to a memorable and happy guest experience
• You bring a positive attitude and team orientation to work

REQUIREMENTS:

• 1 year Hospitality/hotel front desk experience
• High school diploma or equivalency degree
• Ability to communicate in English, in both written and oral forms
• At least one (1) year of exemplary Customer Service experience
• Computer proficiency, to include working knowledge of PC software programs (MS Word, Excel, Outlook) and web search engines
• Experience using telephone and/or PBX (switchboard) in high call volume situations
• Ability to present or obtain an OLCC permit
• Ability to clear a background check and drug screen
• Fluency in foreign language (a plus)
• Familiarity with Hospitality Property Management Systems or other database programs (preferred)

WHAT YOU WILL DO:

• Answers phone within 3-5 rings, routes calls and takes messages.
• Handles all incoming and outgoing reservation requests; offers to make future reservations when guests check out.
• Assists guests with check-ins and check outs.
• Assists guests with questions and directions. Offers guests information about Hotel amenities: continental breakfast, afternoon tea, roof garden, laundry facilities, etc. (as applicable). Offers to make restaurant, theater, and other event reservations.
• Responds immediately and courteously, and follows through on all guest questions, requests and complaints.
• Coordinates all guest room moves, late checkouts, and stay-over rooms with appropriate personnel.
• Verifies bills with guests; posts necessary charges, adjustments and payments.
• Maintains guest service directory and creates new business relationships.
• Keeps abreast of hotel policies concerning room rates, group and other discounts, special offerings, and area events.
• Responsible for cash bank, daily paperwork, balancing audit and deposits.
• Acts as a liaison between departments by means of beeper and phones.
• Reports any guest room changes, status or difficulties to housekeeping and/or maintenance departments.
• Inputs reservations into the Property Management System.
• Checks bucket and verifies information in the Property Management System or other computer programs.
• Stays up to date on hotel emergency procedures and can access emergency information, as necessary.
• Inspects all equipment and furniture in work area for any hazards to employees and/or guests; reports all hazards immediately to maintenance for appropriate action.
• Monitors the entry and guest lobbies for cleanliness and order throughout work shift.
• Maintains a clean and orderly work area at the front desk and in other assigned work spaces, throughout work shift.

***We look forward to meeting you***

Job Type: Full-time

Pay: From $17.50 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

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

Supplemental pay types:

• Signing bonus

Ability to commute/relocate:

• Portland, OR 97205: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel front desk: 1 year (Preferred)

Work Location: In person

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