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Guest Services Agent

Company: Embassy Suites Cincinnati Rivercenter Covington
Location: Covington
Posted on: December 3, 2019

Job Description:

ONE Lodging - now part of Aimbridge Hospitality Job Overview Guest Service Agents are responsible for greeting and registering the guest, providing outstanding guestservice during their stay, and settling the guest's account upon completion of their stay. Primaryresponsibilities include: registering guests, making and modifying reservations, hotel operator, andconcierge duties. Providing attentive, courteous and efficient service to all guests prior to arrival andthroughout their stay, while maximizing room revenue and occupancy. Job Duties & Functions Approach all encounters with guests and associates in a friendly, service oriented manner Maintain high standards of personal appearance and grooming, which include wearing the properuniform and name tag when working (per brand standards).Maintain regular attendance in compliance with Aimbridge Hospitality standards, as required byscheduling which will vary according to the needs of the hotel Comply at all times with Aimbridge Hospitality standards and regulations to encourage safe andefficient hotel operations Maintain a friendly and warm demeanor at all times Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitalitystandards Maintain proper operation of the telephone switchboard and ensure that all Aimbridge Hospitalityperformance standards are met Handle requests for information, mail and messages in an efficient and courteous manner Answer guest inquires about hotel service, facilities and hours of operation Answer inquires from guests regarding restaurants, transportation, entertainment, etc. Establish and maintain good communications and team work with fellow associates and otherdepartments within the hotel Follow all Aimbridge Hospitality credit policies Be aware of all rates, packages and special promotions; Be familiar with all in house groups; Be awareof closed out and restricted dates Obtain all necessary information when taking room reservations and follow rate quoting scenario Be familiar with all Aimbridge Hospitality policies and house rules as well as hospitality terminology Have knowledge of and assist in emergency procedures as required Handle check-ins and check-outs in a friendly, efficient and courteous manner Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system Associates must at all times be attentive, friendly, helpful and courteous to all guests, managers andall other associates Ensure logging and delivery of packages, mail and messages as needed to guests and meeting rooms Use proper two-way radio etiquette at all times when communicating with other associates Attend meetings as required by management Perform any other duties as requested by management Education / Experience College course work in related field helpful Experience in a hotel or a related field preferred Guest Service Agents must possess a positive and upbeat personality with a desire to deliveroutstanding customer service to our guests Guest Service Agents must have the ability to multi-task, be detail-oriented, and be able to problemsolve in order to effectively deal with internal and external customers High School diploma or equivalent required Must be able to convey information and ideas clearly Must be able to evaluate and select among alternative courses of action quickly and accurately Must work well in stressful, high pressure situations Must be effective in handling problems in the workplace, including anticipating, preventing,identifying and solving problems as necessary Must be effective at listening to, understanding, and clarifying the issues raised by co-workers andguests Must be able to work with and understand financial information and data, and basic arithmeticfunctions Must maintain composure and objectivity while under pressure Note: Other duties as assigned by supervisor or management

Keywords: Embassy Suites Cincinnati Rivercenter Covington, Covington , Guest Services Agent, Sales , Covington, Kentucky

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