Job Description
Job description The Guest Services Agent at Skyview Los Alamos is the first and often the final impression of the experience, but also an instrumental and responsive team member throughout the guest's stay. Agents complete various basic administrative duties, but the primary focus is ensuring guest satisfaction is maximized. Above all, the Guest Services Agent ensures brand standards of hotel service are met through extensive front desk training on standards of procedures (SOPs) and other systems.
Responsibilities and Duties
- Learn training manuals, checklists and other written SOPs
- Learn how to best describe the hotel, the room types and on-site amenities
- Verify the guest's identity for that stay and ensure guest information remains confidential
- Ensure all guest-facing areas and surfaces are clean and tidy. This pertains to the lobby, lounge and front desk
- Utilize systems to ensure every guest is prepared for, with any notations and actions followed
- Check in every guest to the SOP of the property, while maintaining a unique and personable experience that is memorable to them
- Check out every guest with accuracy on folios with a fond farewell communication
- Follow SOPs in all lost & found items, as well as possible mailing information
- Look for possible maintenance needs before the guest is aware in both rooms and common areas
- Communicate urgent maintenance to management and always use the pass along for record
- Promote sales of rooms, upgrades and packages effectively
- Notify management of low inventory for retail, minibar, and office supplies
- Correspond professionally by email and text
- Foresee operational deficiencies, potential problems and communicate possible solutions to the Skyview management
- Work productively and develop professionally throughout shifts at Skyview Los Alamos
-If working an AM shift, responsible for setup of breakfast by 7am with oversight of stocking breakfast items throughout until 10:30am
- Other duties may be asked of this position by management occasionally
Qualifications
-Exceptional verbal and written communication skills in English
-Proficiency in computer systems and standard office equipment
-Customer service oriented with professional demeanor
-Willingness to work weekends, holidays, and varied shifts
Physical Requirements
-Frequent standing and walking through the shift, including moving between the front desk, lobby and other guest areas.
-Ability to walk between the designated parking area and the worksite, including navigating an inclined pathway
-Ability to navigate the property, which may include uneven surfaces, or outdoor areas
-Occasional lifting, carrying, pushing, or pulling of items up to approximately 20-25 pounds (e.g. packages, supplies, guest items).
-Frequent use of hands and fingers to operate computers, telephones, key systems and office equipment.
-Ability to read screens, printed materials and reservation details; close and distance vision required.
-Occasional reaching, bending, stooping, or crouching to access materials, assist guests or lightly clean
-Ability to to sit for prolonged periods at the front desk
-Ability to work indoors and outdoors, potentially in varying weather conditions and temperatures
Upon employment, submission of satisfactory proof of your identity and your legal authorization to work in the United States is required.
Skyview Hotel, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, ancestry, national origin, religion, creed, age (40 and over), disability (mental and physical), sex, gender, sexual orientation, gender identity, gender expression, medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by federal, state or local laws.
The above responsibilities and expectations listed are intended to give a general overview of the position and are not all encompassing of the role. Further responsibilities and tasks may be assigned as needed given business demand.
Job Tags
Work at office, Local area, Shift work, Weekend work