Guest Services Agent
Guest Services Agent
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Salary Not Disclosed
1 Vacancy
Job Description
The Guest Service Agent is the first point of contact for external and internal hotel guests. The Guest Services Agent will be responsible for managing all incoming calls from both internal and external guests and route appropriately to any of the three hotels Sheraton Westin and Clement. In addition the Guest Services Agent will assist with Front Office functions as needed not limited to assisting guests upon arrival during their stay and upon departure. Lastly the Guest Service Agent will promote hotel services and anticipate guest needs to promote higher guest satisfaction.
DUTIES AND RESPONSIBILITIES
Overall Operations
- Promote hotel services facilities and anticipate guests needs to promote higher guest satisfaction.
- Follow all emergency health and safety guidelines in order to provide a safe and secure environment for guests associates and visitors.
- Follow all guidelines policies and procedures as outlined by PHMs Employee Handbook such as reporting to scheduled shift report to work on time reporting absences have a professional demeanor etc.
Guest Services
- Manage multiple phone calls radio calls emails and or requests.
- Manage high volume of calls and direct them to appropriate hotel department guest etc.
- Memorize complete hotel information for three hotels including room types food served business/fitness center hours etc.
- Memorize three hotels phone directory in order to transfer phone calls accordingly.
- Answer calls timely respond to caller in a professional manner and according to established scripts and standards.
- Agent is responsible for taking Room Service orders. Agent will be responsible for memorizing Food & Beverage menus and when taking orders they must articulate and repeat each order to the guest before hanging up.
- This position also processes forms of payment for room service orders to include room charges credit card and cash.
- This position is also responsible for following all emergency and safety security procedures including calling local fire police poison control etc. for assistance.
Front Office
- Greet all guests and or associates upon contact.
- Provide parking guidance and or make transportation arrangements.
- Checkin/Checkout guests.
- Upsell rooms when possible to maximize hotel revenue.
- Assist with hotel reservations for guest rooms.
- Assist with escorting guests to their room and or other hotel area as needed.
- Assistance with carrying holding and or storing luggage and or other items.
- Manage multiple phone calls radio calls emails and or requests.
- Deliver packages newspaper group amenity deliveries and or any other item requested.
Interpersonal Relationships
- Able to spark conversations with guests and associates in a professional manner smile often and establish relationships in order gain trust and loyalty.
- Assist with training and or providing guidance to new associates when requested.
- Resolve and address all guest and associate questions and or concerns in a creative and professional manner.
- Report any issues concerns and or suggestions to management.
- Have constant communication with all hotel departments in order to ensure guest satisfaction.
Financials
- Follow all cash handling procedures.
- Follow posted schedule minimize overtime and missed meals.
WORKING ENVIRONMENT
The hotel is in a public business atmosphere which varies temperature based indoor and outdoor climate. The nature of this job is mainly indoors but may outdoors based on business demands.
Some travel is required to attend hotel events not limited to meetings trainings etc.
EDUCATION
Minimum of High School Diploma or equivalent.
WORK EXPERIENCE
Minimum of 1 year of customer service position in Hospitality or equivalent.
Knowledge
- Understand hotel function and guest profiles.
- Extensive knowledge of local area including restaurants landmarks shopping centers and or local attractions.
- Possess proficient computer knowledge such as typing composing emails apps using Microsoft Office Outlook and knowing how to use search engines.
Skills
- Strong English business communication skills both verbal and written.
- Strong interpersonal skills such as listening smiling relating asking questions teamwork etc.
- Have the skill to manage multiple tasks at a time maintain focus and structure and know how to prioritize.
- Have the skill to resolve conflicts with ease and professionalism to ensure maximum guest and associate satisfaction and or skill to communicate any guest/associate conflict with management
Abilities
- Ability to develop and maintain relationships with both associates and guests to build trust and loyalty.
- Ability to maintain consistent positive energy selfmotivation and passion for hospitality.
- Ability to keep hotel sensitive information confidential such as guest profiles credit card information etc.
- Ability to learn new software and computer systems.
- Ability to easily adapt to various situations constant change handle pressure and remain composed and focused.
PHYSICAL REQUIREMENTS
Prolonged sitting/standing/walking for 8 hours.
Ability to walk around the hotel up and down stairs stoop kneel lift a minimum of 50 lbs. and push and pull approximately 100 lbs.
BUSINESS ATTIRE
To present a professional and business image to guests associates and public we ask that all associates follow PHMs dress and grooming standards available in the PHM Handbook on page 16. Standards include wearing full uniform at all times uniform must be neat clean and wrinkle free practice good personal hygiene and grooming.
PREFERRED QUALIFICATIONS
- Degrees or Certifications in Hospitality Business Management or closely related field.
- Bilingual or Multilingual
- Prior hotel experience
- Emotional Intelligence Training
The Sheraton Hotel Palo Alto (a Pacific Hotel Management Hotel) functions 7 days a week 24 hours a day. All associates must acknowledge and understand this fact and be aware that at times it may be necessary to move an associate from their accustomed shift as business dictates.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
