Guest Services Agent

Job Title: Guest Services Agent

Company: Eastland Suites Bloomington

Location: Bloomington, IL

Department: Guest Services

Reports To: Front Desk Supervisor/Assistant General Manager

General Summary:

To increase customer satisfaction by providing efficient and courteous front desk service in accordance with the standards of Eastland Suites Hotel & Conference Center and Tentac Enterprises.

Essential Functions:

• Provide quality service to the customer by responding to their requests promptly, efficiently, and courteously during check-in, check-out and throughout stay.
• Retain current clients and grow client base.

• Provide shuttle service to and from area locations.
• Answers incoming phone calls, processes reservation/cancellation/modification requests, and transfers calls to appropriate departments.
• Handles guest accounts and maintains cash drawer.
• Communicate with supervisors and co-workers and clients in a courteous manner at all times

Supporting Functions:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions.

• Uses suggestive selling skills and company sales programs to maximize revenue and occupancy levels.
• Maintains a favorable working relationship with all other company employees.
• Other duties as assigned by the Supervisor.

Specific Job Knowledge, Skills and Ability:

• Working knowledge of all services and facilities of the hotel.
• Ability to assist hotel guests in an effective manner.
• Ability to fully follow supervisor’s directions.
• Ability to remember and recite company promotions and information.

Qualification Standards

• Communication: Strong communication skills; including the ability to deal effectively with vastly diverse groups of people and guests.
• Education: Required: High School Diploma Preferred: College Diploma
• Computer Skills: Proficient with the computer and able to pick-up on new software quickly.

Experience:

Preferred: Front desk experience or other experience in the hospitality field.

Licenses or Certificates:

Required: Valid driver’s license

Grooming:

All employees must maintain a neat, clean and well-groomed appearance per Eastland Suites and Tentac standards.

Physical Requirements

• Sitting in a normal seated position for extended periods of time
• Reaching by extending hand(s) or arm(s) in any direction
• Ability to carry items weighing up to 30 pounds with out assistance.
• Finger dexterity required to manipulate objects with fingers rather than with the whole hand(s) or arm(s), for example, using a keyboard.
• Ability to move about.
• Ability to see within normal parameters
• Ability to hear within normal range