Guest Service Agent

Guest Service Agent

Position Summary
As a Team Member of the Hotel Operations team, the Guest Service Agent is a CRCR Ambassador and takes personal ownership to ensure all of their actions are in the best interest of the business. The Guest Service Agent is responsible for the reception and guidance of Guests. Handles all Guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves Guest complaints; and assists Guest's inquiries.

Position Functions
Essential Functions
• Ensure services and amenities provided follow AAA Four Diamond standards.
• Handle phone inquiries, make reservations, handle room changes, review balances, collect payments, settle Guest accounts, and provide assistance and direction.
• Work with hosts to block room assignments for players and ensure that any special accommodations for the players are met.
• Assist with the daily check-in and check-out processes of the hotel operations.
• Greet, check-in, and check out Guests when they arrive and leave the premises, distribute keys and room assignments, and record credit card information.
• Take and distribute messages or mail and redirect calls.
• Manage room bookings in-person, online, and through incoming calls, and answer inquiries about Guests’ needs, including questions about available rooms, amenities, room rates, special requests, and CRCR information.
• Respond to Guest complaints in a timely and professional manner.
• Work directly with Housekeeping to ensure rooms are ready and up to CRCR standards.
• Upsell additional amenities and services when appropriate.
• Organizing transport services for Guests at their request.
• Ensure Guests are satisfied with their experience at the hotel through regular contact with Guests.
• Ensure all Guest contact is courteous, informative, and thorough.
• Receive shipments and file and organize documents.
• Other duties as assigned.

Skills
• Strong listening and communication skills.
• Problem-solving and critical thinking.
• Must be able to work independently and maintain a high level of performance.
• Must be able to complete tasks in a timely and efficient manner while maintaining business standards.
• Demonstrates a flock mentality, focused on teamwork and collaboration with others.
• Provides exceptional service to internal and external Guests while leveraging the knowledge of the position and the business, ensuring a clucktastic experience for all.
• Stays engaged and motivated with the business, department, and all Team Members at all levels while encouraging growth and development of self and others.
• Builds lasting relationships by demonstrating honesty, integrity, and effective communication.
• Driven to exceed expectations while remaining accountable and fair.
• Historical knowledge of the Clucker family.

Qualifications
Minimum requirements:
• Must be at least 18 years of age.
• 2+ years in hospitality.
• Bilingual is a plus.
• Basic math skills.
• Proficient in Windows and Microsoft Office Suite.

Preferred qualifications:
• 2+ years in hospitality.
• Knowledge of hospitality software such as Hosts, Opera, Infor, and/or other housekeeping tracking systems.

Disclaimer
This document is for informational purposes only. A formal job description, including working conditions such as physical requirements, work atmosphere, etc., will be provided for signature during the offer process.