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    Guest Service Agent - Phoenix, United States - Stanford Hotel Group

    Stanford Hotel Group
    Stanford Hotel Group Phoenix, United States

    1 week ago

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    Full time
    Description

    Benefits:

    • 401(k) (FT & PT)
    • 401(k) Matching
    • Health, Dental & Vision Insurance
    • Life Insurance
    • Paid Vacation Time
    • Paid Sick Time
    • Wellness Program
    • Travel Reduction Program (TRP)
    • Meal Stipend
    • Meal Discounts
    • Recognition Programs
    • Team Building Activities
    • Travel Discounts
    • Smoking Cessation Programs
    • Scholarship Program
    • Safety Shoes Discount Program
    • Team Member Hotel discounts

    Essential Functions:

    • Have knowledge of hotel, hotel staff, and hotel services, including the hours of operations for all departments involved and in the surrounding areas.

    Has a thorough knowledge of guestrooms including:
    location, views, amenities, features, types, etc.

    • Ability to verbally communicate effectively with guests and co-workers.
    • Offer the hotel guests the best possible service through clear, courteous and proper phone answering procedures.
    • Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc. Greet customers immediately with a friendly and sincere welcome.
    • Understanding of various payment options, check cashing procedures, and a working knowledge of various outlets charging procedures, to better assists the guest.
    • Be able to give accurate directions and information to/from regarding the immediate and metro area.
    • Handle all emergencies according to established procedures.
    • Ensure all customer complaints are recorded in Guest Ware in a timely and direct professional manner.
    • Ensure any guests that may experience a problem receive an immediate response along with satisfactory resolution, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner.
    • Each associate is expected to carry out all requests by management, which the associate is capable of performing.
    • Register guests and assign rooms, accommodating special requests whenever possible, by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
    • Make appropriate selection of rooms based on guest needs. Properly code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing keys, certificates, coupons, and refreshment/VIP access as appropriate.
    • 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, travel checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post any related charges and adjustments to guest rooms and house accounts using the PMS computer, and complete proper documentation for shift closing.
    • Be able to check out a guest and close a guest account at time of check out and ascertain satisfaction with bill and related services.
    • Greet guests while managing guests in front of the desk.
    • Complete the AM & PM Checklist.
    • Operate facsimile machine to send, receive, and log incoming/outgoing transmissions.
    • Have knowledge of hotel rates, discounts, and how to handle each. Promote any marketing programs established to ensure the success for the hotel.
    • Have working knowledge of PMS procedures. Know cancellation procedures and walk procedures.
    • Prepare wake up sheet; record the guest's name and room number under the wake up time requested. Repeat this information to the guest to ensure proper handling of wake up calls in the morning.
    • Handle all deliveries for guests' requests or other delivery needs including, but not limited to faxes, boxes, luggage, rollaway beds, cribs, frigs, microwaves, etc.

    Notify the proper department for deliveries (ex:
    faxes & boxes = bellstand, crib & frigs = housekeeping).

    • Track all amenities delivered to guest rooms to maintain an accurate inventory and to ensure recovery upon guest departure. All added amenities delivered to guest rooms should be logged on the AYS Tracking board.

    Skills:

    • High School Diploma required.
    • 6 months experience in a similar role, or at a minimum a customer facing role.
    • Ability to work a flexible schedule to include weekends and/or holidays.
    • Have knowledge of hotel and hospitality industry.
    • Ability to communicate effectively in English with guests and co-workers, both verbally and in writing, both in person and over the phone.
    • Excellent organizational and follow through skills to ensure that all guests are attended to.
    DoubleTree Suites Phoenix is an Equal Opportunity Employer.

    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

    If you need accommodation for any part of the application process because of a medical condition or disability, please send an email to or call to let us know the nature of your request.

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