Guest Service Agent - Embassy Suites - Denver

Embassy Suites - 7525 E. Hampden Ave. Denver

Job Description

To perform in a pleasant, professional, and efficient manner, a combination of duties mainly related, but not limited to, check-in and checkout of guests which contributes to an overall positive experience.

Essential Responsibilities:

1. Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

2. Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Requires continual standing and movement throughout front office.

3. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers' checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest room and House accounts using the computer.

4. Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

5. Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines; may include turning problem over to a supervisor.

6. Field guest complaints, conducting through research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating, or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.


Skills and Abilities:

Speak clearly and listen carefully.
Use personal judgment and specialized knowledge to give information to people.
Communicate well with many different kinds of people.
Change easily and frequently from one activity to another such as from typing to interviewing, to searching in a directory, to using a telephone.
Use eyes, hands, and fingers accurately while operating a switchboard or computer keyboard.

Medical, Dental and Vision Insurance available after 60 days of employment. Associates are eligible for travel discounts and a free meal for every 5+ hour shift worked.

If interested, please follow here to apply: http://atsod.com/j/s.cfm/3WW