GUEST SERVICE AGENT/FRONT DESK $12/HOUR

Guest Service Agent / Front Desk $12 / hour

• Job Tracking ID : 512688-755391
• Job Location : Grand Rapids, MI
• Job Level : Entry Level (less than 2 years)
• Level of Education : Any
• Job Type : Part-Time / Regular
• Date Updated : February 24, 2021
• Years of Experience : Any
• Starting Date : ASAP
• Hotel : DoubleTree by Hilton Grand Rapids Airport

Job Description :

If you like customer service and enjoy making people smile, DoubleTree Grand Rapids Airport has a position for you.

Position Purpose :

Greet and register guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet high standards of quality.

This position will also be responsible for operating the hotels van / shuttle to drive guests to / from the airport.

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.

Promote marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate.

Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Requires continual standing and movement throughout front office.

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, travelers checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator.

Post charges to guest room and House accounts using the computer.

Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest.

Retrieve mail, small packages and facsimiles for customers as requested.

Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines;

may include turning problem over to a supervisor.

Field guest complaints, conducting through research to develop the most effective solutions and resolve complications such as location changes or credit issues.

Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating, or air conditioning, etc.

Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.

• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.
• Due to the cyclical nature of the hospitality industry, employees will be required to work varying schedules to reflect the business needs of the hotel.
• This position will assist with driving the shuttle bus and monitoring the pool as an attendant.

Experience and Skills :

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
• Ability to stand and move throughout the front office and continuously perform essential job functions.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Excellent customer service with an outgoing personality.
• Must have and maintain a safe driving record.
• Must have possession of a valid drivers license.

Preferred Experience :

Previous hotel experience.

Prior DoubleTree experience.

All positions require flexible schedule hours / shifts / weekends / holidays

EEO / M / F / V / D

Benefits

Spire Hospitality has many benefits including medical insurance, PTO and 401k.

Pay starts at $12 per hour.

Spire Hospitality is an equal opportunity / AA / Disability / Veteran employer.

The EEO is the Law poster and its supplement are available using the following links : EEOC is the Law Poster () and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement ()