The Cherry Cove Group
Guest Services Agent/Front Desk
Job Description
Cherry Cove Mission Statement : “At Cherry Cove, we pledge to provide distinctive quality and unparalleled customer service as we strive to gain the respect and trust of our customers, and exceed their expectations.”
“The Cherry Cove Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.”
GENERAL POSITION DESCRIPTION
The hotel Guest Services Agent reports directly to the Front Desk Supervisor and is responsible for the overall check-in and check-out experience of our guests. Major responsibilities include: Greeting and registering our guests; providing prompt and courteous service; resolving guest challenges throughout their stay; promoting hotel services, amenities, and upsells; ensuring courteous and worry-free check-out.
QUALIFICATIONS
- Strong written/oral communication and organizational skills.
- Proven team and interpersonal skills.
- Superior customer service skills.
- Computer software and office automation proficiency
- Working knowledge of hotel brand standards
- Ability to read, listen, and communicate effectively in English.
TRAINING & EXPERIENCE
- One – two years of guest service experience in hotel front desk operations or related/prior work experience in a similar field
COMPENSATION
- Non-exempt position commensurate with qualifications, education, and experience
- Incumbent will be reimbursed for all reasonable expenses incurred in carrying out the responsibilities of the position in accordance with Cherry Cove’s expense reimbursement policies
- Incumbent is eligible for all Company benefits and provisions as outlined in the Cherry Cove employee handbook.
SCHEDULE & WORKING CONDITIONS
- Incumbent will perform the majority of their duties at the hotel property.
- The hospitality business functions seven days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.
DUTIES & RESPONSIBILITIES
- Guest Services : Establishes and sustains a culture that strives to meet or exceed customer expectations. Specifically:
- Greets customers immediately with a friendly and sincere welcome, using a positive and articulate speaking voice.
- Actively listens to customer requests and responds appropriately.
- Addresses customer complaints in a courteous, professional manner.
- Actively listens and extends assistance to ensure prompt resolution of pricing conflicts, stay inconveniences, etc., remaining calm and courteous at all times and in all situations.
- Responds to crises using experienced judgment and discretion.
- Completes the registration process in an accurate, timely, and courteous manner.
- Effectively communicates and verifies brand marketing programs (i.e. Hilton Honors, Marriott Rewards) for arriving guests.
- Provides welcome packet containing room key, tokens of appreciation, gifts, etc. to our guests.
- Ensures guests are comfortable with room location and arranges for team member to accompany guest to room is necessary.
- Ensures rooms and services are correctly accounted for on guest statement.
- Assists guests with check-out payments or charges.
- Accepts and records vouchers, credit cards, traveler’s checks, and other forms of payment.
- Promptly and courteously answers the telephone, capturing and relaying messages in an accurate and timely manner.
- Responds to e-mail requests in a timely and professional manner.
- Retrieves and delivers mail, packages, and facsimiles in a timely manner.
- Grooming: All team members must maintain a neat, clean and well-groomed appearance (specific standards available).
- Safety and Security: Supports the hotel management staff in creating and reinforcing a workspace culture that emphasizes safety and security, specifically:
- Recognizes, reports, and corrects conditions which may create security and safety hazards.
- Understands and adheres to policies and procedures for the hotel’s key control system.
- Participates in on-going safety training.
ADDITIONAL DUTIES MAY BE ASSIGNED BY THE GM AND CEO.
Job Type: Part-time
Job Location:
Required education:
- High school or equivalent
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