PBX Guest Service Agent – Full Time

Job Title: PBX Operator/GSA

Department: Front Desk Operations

Reports To: Director of Front Office

FLSA Status: Hourly

Company Overview

Kaeding Management Group, a small yet rapidly growing Hotel Management company, has acquired the Crowne Plaza AiRE in Bloomington, MN. Kaeding Management represents an organizational model of employee-centered culture, focusing on the personal and professional development of our associates.

Job Purpose:

The Front Desk is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us. To deliver a great guest experience – a Front Desk Agent will check in and out guests efficiently, and make sure they have all they need for a great stay.

PRIMARY FOCUS:

The Guest Service staff are often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us. To deliver a great guest experience, PCX Operator/Front Desk Agent will check in and out guests efficiently, and make sure they have all they need for a great stay. Primarily the role has the responsibility for answering incoming phone calls in a timely and professional manner that reflects highly on the hotel and brand and may include other responsibilities such as recording incoming packages, mail, or faxes and promptly notifying guest.

Graciously respond to all incoming calls, applying your thorough knowledge of the property to effectively assist callers and answer guest questions.

Skillfully service hotline calls, ensuring guests needs are fully met.

Convey messages accurately and timely and route calls efficiently.

Ensure wake-up requests are accurately delivered without fail.

DUTIES AND RESPONSIBILITIES:

Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also returning guests.

Check guests in, issue room keys, provide information on hotel services and room location.

Ensure required identification is taken from guests at check-in, in line with local legislative requirements.

Answer phones in a prompt and courteous manner.

Up-sell rooms where possible to maximize hotel revenue.

Answer, record and process all guest calls, messages, requests, questions or concerns.

Record guest preferences in the system.

Check guests out, including resolving any late or disputed charges.

Accurately process all cash and credit card transactions using established procedures.

Issue, control and release guest safe-deposit boxes in line with hotel procedures.

Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.

Take action to solve guest problems/complaints using appropriate service recovery guidelines.

Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incidents, security breaches, concerns or suspicious behavior to the supervisor or manager on duty.

May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on charges.

Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service

Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.

QUALIFICATIONS AND REQUIREMENTS:

EDUCATION:

High school diploma or equivalent

Minimum one year experience of Hotel Guest Service Agent Experience

Some college/university preferred

EXPERIENCE:

One year front desk/guest service experience strongly preferred

Minimum of one-year proficiency in Opera, preferred

SKILLS:

Basic math skills

JOB REQUIREMENTS:

Frequently standing up behind the desk and front office areas

Carrying or lifting items weighing up to 50 pounds

Handling objects, products, and computer equipment

Basic computer skills to operate various property management and reservation systems

OTHER:

Being passionate about people and service

Strong communication skills when interacting with guests and employees

Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/information updates, etc.

Problem-solving, reasoning, motivating, and training abilities are often used

Have the ability to work a flexible schedule including days, nights, weekends, and/or holidays

Associates Are Eligible For the Following Benefits:

Competitive Compensation

Tuition Reimbursement

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

Free Parking

Free company meals

401-k

Company Hotel Travel Discounts

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

NOTE: Reasonable accommodations will be made available to any disabled employee whose disability affects his/her ability to perform the job requirements. The company is committed to complying with the Americans with Disabilities Act (ADA) and ensuring equal opportunity in employment for qualified persons with actual disabilities, or a record of such, as defined by the ADA.