Guest Service Agent-Country Inn & Suites-Bothell

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POST DATE 9/15/2016
END DATE 10/15/2016

Country Inns & Suites Bothell Bothell, WA

Bothell, WA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)


ESSENTIAL DUTIES AND RESPONSIBILITIES: Receives and processes incoming guests * Ensure a delightful, seamless arrival and departure for our guests. * Greets guest and processes hotel registration and other transactions * Keeps current on hotel accommodations, services and local attractions * Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction * Records resolutions to guest complaints on the "Make it Right" log * Works with other departments as appropriate to arrange for services requested by the guest * Stays current with developments in the hotel by reviewing and updating the communication log * Prepares end of shift summaries and communications for management and other shifts * Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program * Makes reservations in accordance with hotel's yield management practices * Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards * May be responsible for answering and fielding all calls to the hotel, both internal and external * Identifies and records special billing instructions and notifies Accounting * Obtains appropriate approvals and signatures for guest transactions * Follows hotel policy on cash banks * Maintains confidentiality of guest information Aligns with the "Be Our Guest" service standards to build and reinforce skills that create a lasting service culture that provides caring, comfortable and consistent experiences. * Gives personal attention, takes personal responsibility and uses teamwork when providing guest service * Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems * Provides genuine hospitality and teamwork on an ongoing basis * Assumes the responsibility to notice when the guest is not satisfied and works to resolve * Performs other duties required to provide the service brand behavior and genuine hospitality REQUIREMENTS: * Ideal candidate will have a minimum of 1 to 2 years of hotel front desk experience, other hotel experience or experience in a customer service environment * Experience in Opera system preferential * Strong verbal, written and interpersonal skills * Works well independently or as part of a team * Strong attention to detail * Commitment to exceptional guest service * Ability to maintain a positive and professional attitude when handling all situations * Adhere to the policies and procedures of the hotel * Ability to work a flexible schedule including holidays and weekends * Working knowledge of computer and math skills. PHYSICAL DEMANDS: * Ability to stand, stoop or bend for entire shift * Ability to lift up to 20 pounds