Guest Services Agent

• College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• Guest Service Agents must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Guest Service Agents must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
• High School diploma or equivalent required.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Must maintain composure and objectivity while under pressure.

• Approach all encounters with guests and associates in a friendly, service-oriented manner.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).
• Maintain regular attendance in compliance with Avantic Lodging Enterprises standards, as required by scheduling which will vary according to the needs of the hotel.
• Comply at all times with Avantic Lodging Enterprises standards and regulations to encourage safe and efficient hotel operations.
• Maintain a friendly and warm demeanor at all times.
• Greet and welcome all guests approaching the Front Desk in accordance with Avantic Lodging Enterprises standards.
• Maintain proper operation of the telephone switchboard and ensure that all Avantic Lodging Enterprises performance standards are met.
• Handle requests for information, mail and messages in an efficient and courteous manner.
• Answer guest inquires about hotel service, facilities and hours of operation.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel.
• Follow all Avantic Lodging Enterprises credit policies.
• Be aware of all rates, packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow rate quoting scenario.
• Be familiar with all Avantic Lodging Enterprises policies and house rules as well as hospitality terminology.
• Have knowledge of and assist in emergency procedures as required.
• Handle check-ins and check-outs in a friendly, efficient and courteous manner.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Associates must at all times be attentive, friendly, helpful and courteous to all guests, managers and all other associates.
• Ensure logging and delivery of packages, mail and messages as needed to guests and meeting rooms.
• Use proper two-way radio etiquette at all times when communicating with other associates.
• Attend meetings as required by management.
• Perform any other duties as requested by management

Avantic Lodging Enterprises