Hampton Inn & Suites Gilroy Hiring for Guest Service Agent/Front Desk at Gilroy, CA Full Time

Summary of Position: Come join a winning team at the Hampton Inn and Suites Gilroy. Provide excellent service to guests throughout their stay. Make reservations, check guests in/out, answer all incoming calls and respond to any guest request and solve issues quickly. Share information about hotel amenities and make recommendations about surrounding area.

Requirements:

• Someone with schedule flexibility during weekdays and weekends is critical.
• At least 18 years of age
• High School diploma or equivalent
• 1-year customer service experience
• Ability to stand for a long period of time
• Ability to communicate in English
• Computer literate

General Responsibilities:

• Greet all guests with a smile and a pleasantry.
• Make and confirm guest reservation via phone or walk in.
• Follow pre-arrivals procedures.
• Check-in and check-out of guests per company standards.
• Provide courteous guest services by promptly responding to guest questions, complaints or requests.
• Answer phone calls promptly, before the third ring, and in a courteous manner using proper telephone etiquette.
• Place maintenance work orders and repairs.
• Operate hotel PMS system (Property Management System)
• Operate front office equipment such as credit card machine, copier and fax.
• Follow all cash handling processes.
• Follow and enforce key control policy.
• Inform the General Manager and Guest Service Manager of any unique situations, or unusual developments in front office operations.
• Perform other duties as needed and requested by management

Core Accountability:

• Post charges to guest, master bills and pantry accounts.
• Follow cash handing and cash drop procedures.
• Provide outstanding customer service to all guest. Acknowledge all guest with a smile and verbal acknowledgement.
• Follow telephone etiquette procedures.
• Handle guest complaints or concerns in a timely matter.
• Follow up “Call back” (if applicable) after each guest check-in to ensure satisfaction.
• Provide concierge services including proving driving or walking directions as well as recommend local preferred restaurants for dining.
• Preform audits to ensure all in-house guest room rates, payments, and rate codes are correct by performing bucket check.
• Follow additional procedures for group pre-arrivals.
• Provide detail when explaining all hotel amenities to guest. Examples: Breakfast hours and location. Gym hours and location. Lounge hour or Happy hour when applicable.
• Knowledgeable on all hotel emergency procedures. Earthquake, Fire, Bomb Threat, Medical, Homicide, Drowning, Disturbance, Chemical spill and Evacuation procedure.
• Print emergency report that pertain to your hotel PMS
• Understanding of all hotel Safety procedures.
• Preform property walk(s) to ensure the security and safety all guest.
• Adhere to key control procedures.

PM: Specific Accountability:

• Verify and ensure cash drawer is balance.
• Print emergency report that pertain to your hotel PMS.
• Review out of order rooms. Communicate with the Facility Manager
• Ensure all departing guests have been check out in the hotel’s PMS, if the room is still occupied determine next steps such as changing the reservation to a stay-over.
• Check all rooms that are showing “Vacant Clean”. If a room is marked dirty, follow up with the Facility Manager.
• Review all arrivals for special needs. Pre-assign arrivals and prepare keys for express check-in.
• Ensure VIP guest rooms are hard blocked and amenities are in the room per hotel brand standards.
• Conduct courtesy room calls if applicable.
• Ensure coffee and amenities are replenish in lobby.
• Handle walk-ins, stay-overs and room charges.
• Process reservations by telephone, fax and central reservation systems referrals.
• Ensure cleanliness of the lobby and all public areas, including the complimentary breakfast area.
• Preform property walk(s) to ensure the security and safety all guest.

Optimum Attributes:

• Effective communicator
• Good listener
• Pleasing personality
• Excellent team player
• Professional appearance

Work Remotely

• No

Job Type: Full-time

Pay: $16.00 – $18.00 per hour

Benefits:

• Health insurance

Schedule:

• Holidays
• Night shift
• Weekend availability

COVID-19 considerations:
To keep all front desk employees as safe as possible, we have clear plastic barriers between the employee and guest.

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel experience: 1 year (Required)

Work Location: One location