Guest Services Agent

Portland, OR, United States

Job Type

Part-time

Description

The River's Edge Hotel a Tapestry Collection by Hilton located in Portland Oregon is looking to add to our hospitality family! This hotel just finished a major renovation and recently became a part of the Hilton brand. If you have a passion for the hospitality industry this position is for you! Come join a wonderful group of people, and a great brand of hotels to start your career!

SUMMARY

Resolute Road Hospitality, a national third-party hospitality management company, is seeking dynamic, driven, service-oriented people to join our family! Whether your goals are short or long-term, we have limitless opportunities for growth within our company. Our leadership team is here to help you realize your full potential and feel supported every step of the way. Join us on the road ahead.

BENEFITS

Travel Perks (Affordable travel for YOU!)

Optional Daily Pay (Faster Pay)

Flexible Schedules (Work around YOUR needs)

Health/Life Insurance (Peace of mind)

401k (Long-term planning)

Paid Time Off (You earned it!)

Dental/Vision

Employee Assistance Program

Referral Program

OVERVIEW

Responsible for check-in, check-out, kiosk operations, pantry sales and all other guest interactions. They strive to exceed established standards at every opportunity and take pride in the overall look and feel of the front desk, lobby, and all surrounding areas.

ESSENTIAL FUNCTIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be available weekends & holidays

Ensure every guest is greeted and welcomed in a unique and personable way upon arrival

Register guests to the hotel, verifying reservation, personal information and securing payment information

Promote the brand loyalty program and provide recognition and benefits to all present members

Book hotel reservations

Anticipate guests' needs and respond timely, efficiently, appropriately and in a friendly manner

Assist in resolving guest complaints regarding service and/or accommodations, whether handling on own, or elevating to managerial level

Maintain a house bank and make a deposit and accurate report of receipts daily

Cash checks and exchange currency for guests

Process all Gourmet Pantry and retail transactions for the guests

Issue key to and control entrance of safety deposit boxes

Post miscellaneous charges as requested

Assist in handling mail and other electronic communication and provide guests with information regarding hotel facilities and local attractions

Maintain appropriate market inventory levels, restocking when necessary

Assure overall cleanliness of the front office area, lobby, and surrounding areas

Communicate larger housekeeping and maintenance issues to the respective departments, for immediate attention

Maintain professional image at all times through appearance and dress

Follow Company policies and procedures

Other duties as assigned by supervisor or management

KNOWLEDGE, SKILLS, and ABILITIES Knowledge of front desk operations and procedures, guest services and hotel services

Proficiently speak, read, write, and comprehend the English language; ability to speak other languages in a multicultural work environment can be extremely helpful in facilitating good communication among all hotel team members

Able to read and write to facilitate the communication process

Able to work independently and desire to participate as part of a team

Possess proficient computer skills including proficient knowledge of MS Office products, knowledge of brand operating systems preferred

Able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations

Possess high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems

Ability to access and accurately input information using a moderately complex computer system

Create sense of urgency in matters that will impact the success of the business

Demonstrate genuine care for customers and employees

Comfortable conversing with individuals from a variety of backgrounds and at all organizational levels

Possess complete knowledge of emergency procedures of the hotel

Ability to observe and detect signs of emergency situations

Able to work in fast paced environment

Able to prioritize, organize, and manage multiple tasks

EDUCATION

High school graduate or GED required, or equivalent combination of education and experience.

EXPERIENCE

Previous hospitality experience, especially within the brand, preferred, but not required.

SUPERVISORY RESPONSIBILITIES

None.

LICENSES OR CERTIFICATES

None.

ENVIRONMENT and PHYSICAL DEMANDS

The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Most work will be performed indoors in moderate temperatures, controlled by hotel environmental systems. Most work will be performed by standing & walking around the front office, up to the complete 8-hour shift. At times, may need to sit or walk for extended periods of time (5 hours or more). Finger dexterity to operate office equipment, including but not limited to computer keyboard, multi-touch phone, photocopier among others, required. Grasping, writing, repetitive motions, crouching, kneeling, reaching above shoulders, and climbing a ladder while may be infrequent needs, are all required.

Must be able to exert well-paced ability to reach other departments of the hotel in a timely manner.

Vision occurs continuously with the most common visual functions being those of near vision and depth perception. Talking and hearing continuously in the process of communicating with guests and employees.

Employee may be subjected to moderate to loud noise levels from time to time, outdoor weather conditions, work in precarious places, and toxic or caustic chemicals.

Must be able to lift up to 15 pounds frequently (office items and files), up to 50 pounds occasionally. Must be able to push and pull carts and equipment weighing in excess of 250 pounds in the event of an emergency.

OTHER

Guest Services Agent will be required to work varying schedules as dictated by the business needs of the hotel. This includes attendance at all scheduled brand and job specific training sessions and meetings. May require nights, weekends, and holidays. May be responsible for performing basic outside their job description, this includes but is not limited to basic maintenance, laundry, housekeeping, and breakfast.

Consistent attendance in accordance with the standards set forth by Resolute Road Hospitality must be maintained and is an essential element of the success in this role. If the Guest Services Agent is unable to meet these requirements, he/she will be subject to disciplinary action based on franchisee operating policies, up to and including termination of employment.

Requirements

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