Guest Service Agent in Concord, New Hampshire at Double Tree by Hilton and Haley & Bear

The Double Tree is looking for a friendly and outgoing individual to join our team as a Guest Service Agent. As the first point of contact for guests, you'll play a vital role in ensuring their stay is comfortable and enjoyable. If you thrive in a customer-focused environment and enjoy making people feel welcome, we want to hear from you!

Schedule 12 pm - 8 pm or 3 pm - 11 pm

Weekend Availability as needed

Job Summary

The Guest Service Agent is responsible for the guest’s experience at the beginning and end of their stay by performing check-in/out and interaction with guests and the general public by phone and in person.

Essential Duties and Responsibilities

- Provide professional and courteous guest service at all times

- Greet arriving guests

- Answer telephone calls courteously and efficiently

- Respond to inquiries regarding hotel services, guest registration, local shopping, dining, entertainment, and travel directions

- Generate, confirm, cancel, and change guest reservations

- Keep records of room availability and guests’ accounts

- Assist arriving and departing guests with luggage

- Compute bills, receive payments, and make change for guests

- Make restaurant, transportation, or entertainment reservations for guests

- Promote any current hotel and franchise marketing programs

- Complete daily shift responsibility checklist

- Ability to work well with a diverse group of people

Additional Duties

- Transmit and receive messages through telephone, facsimile, and switchboard

- Maintain wake-up call service

- Post ancillary charges to guest folios (i.e. food, room, telephone)

- Maintain clean and neat work and storage spaces

- Assist with the appropriate storage of guest property

- Attend monthly department meeting

- Assist other coworkers/departments when necessary

- Participate in ongoing education and training

- Other duties as assigned

Essential Behavior Requirements

- Customer Service: Displays a professional sense of urgency when communicating and interacting with guests, coworkers and the public in a way that exceeds the guest’s wants and needs. Identifies opportunities to improve and deliver additional value to guest’s experience by presenting creative solutions and innovative ideas.

- Communication: Actively listens to guests, coworkers and the public (viewing the situation from the guest’s perspective) and works together to solve the problem through effective communication.

- Problem Solving: Ability to recognize and define problems; analyze relevant information; encourage alternative solutions and plans to resolve situations; seeks additional assistance when needed.

- Quality: Work “product or service” is free of errors and exceeds customer expectations.

Minimum Qualifications

- Education or Experience- High school diploma or GED equivalent; no prior experience is required.

- Language Skills- Must have developed language skills to the point to be able to: read and comprehend instructions, safety rules and memos. Speak clearly, distinctly and with confidence using appropriate pauses, emphasis and punctuation.

- Mathematical Skills- Requires mathematical development sufficient to be able to: add, subtract, multiply and divide all units of measure.

- Reasoning Ability- Must have developed reasoning skills to be able to: apply common sense and understanding to carry out instructions in written, oral or diagram form. Ability to professionally deal with problems in standardized situations.

Physical Requirements

- Ability to pass pre-employment drug test and background check

- Requires walking and standing to a significant degree, reaching, handling, lifting, talking, hearing and seeing

- Lifting up to 50 lbs. maximum with frequent lifting and/or carrying or transporting of objects weighing up to 25 lbs.

- Inside environmental conditions protected from weather conditions. Potential exposure to paint, solvents, cleaning chemicals and/or fumes