Guest Services Agent

pDescription/ppTasks:/ppFront Desk Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. Primary responsibilities include: registering guests, making and modifying reservations, hotel operator, concierge duties. Providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy./ppbr//pulliApproach all encounters with guests and employees in a friendly, service-oriented manner./liliMaintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards)./liliComply at all times with Mid-Continent Hospitality standards and regulations to encourage safe and efficient hotel operations./liliMaintain a friendly and warm demeanor at all times./liliGreet and welcome all guests approaching the Front Desk in accordance with Mid-Continent Hospitality standards./liliMaintain proper operation of the telephone switchboard and ensure that all Mid-Continent Hospitality performance standards are met./liliHandle requests for information, mail and messages in an efficient and courteous manner./liliAnswer guest inquires about hotel service, facilities and hours of operation./liliAnswer inquires from guests regarding restaurant, transportation, entertainment, etc./liliEstablish and maintain good communications and team work with fellow employees and other departments with the hotel./liliFollow all Mid-Continent Hospitality credit policies./liliBe aware of all rates, packages and special promotions; be familiar with all in house groups; be aware of closed out and restricted dates./liliObtain all necessary information when taking room reservations and follow rate quoting scenario./liliBe familiar with all Mid-Continent Hospitality policies and house rules as well as hospitality terminology./liliHave knowledge of and assist in emergency procedures as required./liliHandle check-ins and check-outs in a friendly, efficient and courteous manner./liliFully comprehend and be able to operate all relevant aspects of the Front Desk computer system./liliUse proper two-way radio etiquette at all times when communicating with other employees./liliEmployees must at all times be attentive, friendly, helpful and courteous to all guests, managers and all other employees./liliMaintain compliance with all company policies and procedures./liliPerform related duties as assigned by supervisor./li/ulpbr//ppRequirements/ppActivities:/ppbr//pulliCollege course work in related field helpful./liliExperience in a hotel or a related field helpful./liliHigh School diploma or equivalent required./li/ulpbr//ppSkills Needed:/ppbr//pulliLight work – exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects./liliAbility to stand during entire shift./liliFront Desk Agents must posses a positive and upbeat personality with the desire to deliver outstanding customer service to our agents./liliFront Desk Agents must have the ability to multi-task, be detailed-oriented, and be able to problem solve in order to be effectively deal with internal and external customers./liliMust be able to evaluate and select among alternative courses of action quickly and accurately./liliMust work well in stressful, high pressure situations./liliMust be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary./liliMust be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests./liliMust maintain composure and objectivity while under pressure./li/ulpbr//p