Silver Cloud Inns and Hotels

Position: Guest Service Agent Department: Front Office

Reports to: Front Office Manager, AGM, or GM FLSA designation: Non-Exempt

POSITION PURPOSE:

Greets and registers guests, provides prompt and courteous service during guests’ stay, and settles guest accounts at the completion of their stay, using Silver Cloud standards of quality.

Examples of Duties:

ESSENTIAL FUNCTIONS:

· Greet guests immediately with a smile and friendly welcome. Use courteous and clear speaking voice, listens to guest requests, and responds with appropriate action. Supply accurate information such as local attractions and seasonal events.

· Complete the registration processes by accessing and imputing information in the computer system, and uses all Silver Cloud standards to confirm accurate information. Make appropriate room selection based on guest needs. Provide key packet containing coded room key and information regarding hotel hours. Requires continual movement throughout Front office.

· Verify and authorize credit cards using electronic acceptance methods. Handle cash, make change and balance designated house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guestrooms and house accounts using the computer system.

· Answer the telephone in 3 rings or less using positive and clear English. Transfer calls to appropriate extensions, or take written messages where necessary. Retrieve mail, small packages and facsimiles for guests as requested.

· Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.

· Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.

· Field guest complaints, conduct research, and develop a positive solution. Listen and extend assistance in order to resolve problems.

OTHER:

Regular attendance in conformance with the standards, which may be established by Silver Cloud Inns from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

Upon employment, all employees are required to fully comply with Silver Cloud Inn rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the Supervisor based upon the particular requirements of the hotel.

· Summon van/bell staff assistance to transport guests to another destination or their room as appropriate.

· Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming facsimiles using the hotel voicemail system.

· Use the photocopier to make copies of items as required.

· File registration cards and credit card approvals in room number order.

· Retrieve registration cards from the files for each check out.

· Other duties as assigned by the supervisor such as assisting with pre-registering groups, or assembling travel agent commission mailings.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain

and demonstrate that he or she can perform the essential functions for the job, with or without

reasonable accommodation, using some other combination of skills and abilities.

· Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.

· Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

· Ability to stand and move throughout the Front Office and continuously perform essential job functions.

· Ability to read, listen and communicate effectively in English, both verbally and in writing.

· Ability to access and accurately input information using a moderately complex computer system.

· Hearing and visual ability to observe and detect signs of emergency situations.

QUALIFICATION STANDARDS

Education:

College experience preferred.

Experience:

No prior experience required, prior hospitality experience preferred.

Licenses or Certificates:

No special licenses required.

Grooming:

All employees must maintain a neat, clean, and well-groomed appearance.

Other:

Additional language skills helpful.

Job Type: Full-time

Pay: $20.00 - $22.25 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Night shift
• Overtime
• Weekend availability

Supplemental pay types:

• Commission pay

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel & Accommodations Guest Services Staff: 1 year (Preferred)
• Hotel experience: 1 year (Preferred)

Work Location: One location

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