Guest Service Agent

Full-Time

Description

Benefits:

• 401(k)
• 401(k) Matching
• Health, Dental & Vision Insurance
• Life Insurance
• Paid Vacation
• Paid Sick Time
• Holiday pay
• Wellness Programs
• Travel reduction program (TRP)
• Meal Credit
• Meal Discounts
• Recognition Programs
• Scholarship Program
• Safety Shoes Program
• Team Member Hotel Discounts

Essential Functions:

• Have knowledge of hotel, hotel staff, and hotel services, including the hours of operations for all departments involved and in the surrounding areas. Has a thorough knowledge of guestrooms including: location, views, amenities, features, types, etc.
• Ability to verbally communicate effectively with guests and co-workers.
• Offer the hotel guests the best possible service through clear, courteous and proper phone answering procedures.
• Be an ambassador by promoting the hotel, restaurant, lounge, etc. Greet customers immediately with a friendly and sincere welcome.
• Understanding of various payment options, check cashing procedures, and a working knowledge of various outlets charging procedures, to better assists the guest.
• Be able to give accurate directions and information to/from regarding the immediate and metro area.
• Handle all emergencies according to established procedures.
• Ensure all customer complaints are recorded in a timely and direct professional manner.
• Ensure any guests that may experience a problem receive an immediate response along with satisfactory resolution, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner.
• Each associate is expected to carry out all requests by management, which the associate is capable of performing.
• Be able to check out a guest and close a guest account at time of check out and ascertain satisfaction with bill and related services.
• Answer and relay all incoming calls promptly.
• Coordinate all emergencies according to established procedures.
• Handle all functions of the hotel’s switchboard.

Knowledge, Skills and Abilities:

• High School Diploma required
• 6 months experience in a similar role, or at a minimum a customer facing role.
• Ability to work a flexible schedule to include weekends and/or holidays. The hotel functions seven (7) days a week, twenty-four (24) hours a day. Each associate must realize this fact and be aware that at times it may be necessary to move you from your accustomed shift, as business demands.
• Have knowledge of hotel and hospitality industry, including the hours of operations for all departments involved and in the surrounding areas. Have the ability to thoroughly learn hotel guestrooms including: location, views, amenities, features, types, etc.
• Ability to communicate effectively in English with guests and co-workers, both verbally and in writing, both in person and over the phone.
• Excellent organizational and follow through skills to ensure that all guests are attended to.

DoubleTree Suites Phoenix is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need accommodation for any part of the application process because of a medical condition or disability, please send an email to claudia.flores@doubletreephoenix.com or call 602-683-9422 to let us know the nature of your request.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)