About the role
Job Description: As a Front Desk Guest Agent at Springhill Suites Memphis Downtown, you will be the face of our establishment, responsible for providing exceptional customer service to our guests. You will handle various tasks related to guest check-in and check-out, reservations, inquiries, and ensuring guest satisfaction throughout their stay. Your friendly demeanor, attention to detail, and ability to multitask will contribute to the overall success of our hotel.
Qualifications
-High school diploma or equivalent; hospitality or customer service certification is a plus.
-Previous experience in a similar role, preferably in the hospitality industry.
-Excellent communication and interpersonal skills.
-Strong organizational and multitasking abilities.
-Proficiency in computer systems, including hotel management software and Microsoft Office suite.
-Ability to work independently and as part of a team in a fast-paced environment.
-Flexibility to work shifts, including evenings, weekends, and holidays.
-Commitment to providing exceptional customer service and creating a positive guest experience.
*Work Schedule: This position may require flexibility in scheduling, weekends, and holidays, to accommodate the hotel's operational needs*
Key Responsibilities
Guest Check-In/Check-Out: Welcome guests upon arrival, process check-ins efficiently, and provide them with necessary information about their stay, including room details, amenities, and hotel policies. Process check-outs accurately, collect payments, and issue invoices or receipts as needed.
Reservation Management: Receive and process reservations via phone, email, or online booking systems. Verify guest information, update reservation details, and assign rooms based on guest preferences and availability. Communicate effectively with housekeeping and maintenance staff to ensure rooms are ready for check-in.
Customer Service: Assist guests with inquiries, requests, and complaints promptly and courteously. Provide information about hotel facilities, services, and local attractions. Address any issues or concerns raised by guests and escalate complex issues to the appropriate department or manager.
Telephone and Email Correspondence: Answer incoming calls, take messages, and respond to emails in a timely manner. Provide accurate information and assist with reservations, inquiries, or special requests. Direct calls to the appropriate department or staff member as necessary.
Cash Handling and Accounting: Handle cash, credit card transactions, and guest folios accurately and securely. Balance cash drawer at the beginning and end of each shift, reconcile payments, and prepare daily reports. Ensure compliance with hotel policies and procedures regarding cash handling and accounting.
Guest Services Support: Assist guests with luggage, transportation arrangements, and other concierge services as needed. Provide guests with information about hotel amenities, such as fitness center, pool, and business center. Coordinate with other hotel staff to fulfill guest requests promptly.
Safety and Security: Maintain a safe and secure environment for guests and staff. Monitor surveillance cameras, report any suspicious activity or safety hazards to the appropriate authorities, and follow emergency procedures in case of fire, medical emergencies, or other incidents.
Administrative Tasks: Perform various administrative duties, including filing, photocopying, and data entry. Update guest records, maintain reservation logs, and prepare welcome packages or promotional materials for guests.
Physical Requirements
Must be able to stand and walk for long periods of time. Light work – exerting up to 25 pounds of force occasionally, and/or 25 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Shift availability
3:00 PM - 11:00 PM
Benefits
Dental insurance
Health insurance
Vision insurance
Life insurance
401(k) + Company Match
Paid time off
EEOC Statement: Springhill Suites Memphis Downtown is an equal opportunity employer. We are committed to providing equal employment opportunities for all employees and applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or genetic information. In accordance with applicable federal, state, and local laws, we do not discriminate based on these factors. Springhill Suites Memphis Downtown fully supports the principles of equal employment opportunity and is dedicated to maintaining a diverse and inclusive workforce.