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Full-time Guest Service Agent (Front Desk) - Springhill Suites and Courtyard by Marriott Print
Employer: Hegg Hospitality
Location: Sioux Falls, SD 57106
Employment Type: Full Time
DESCRIPTION

We are currently seeking a Full-Time Guest Service Agent 40 hours per week. This position is a mix of 7am-3pm and 3p-11pm and will include weekends and holidays, based on the needs of the hotel. Applicants must have flexible schedule.


POSITION SUMMARY: The Guest Service Agent position will make reservations, check guests in/out of the hotel, answer phones, resolve guest issues, and complete paperwork, act as Manager On Duty, ensure the safety, security, well-being of all guests, staff, and property. 

REQUIREMENTS
Key Results Areas (KRAS) & Critical Tasks (CTS) for Guest Service Agent:
KRA I. GUEST RELATIONSHIPS: Deliver an exceptional guest experience that ensures all needs are met while maintaining a positive environment and working closely with all hotel team members (60% Impact)

I.1. Effectively greets, responds to and resolves all guest inquiries and problems in a positive, timely and productive manner both in person and on the phone (25% Impact)
• Answer the telephone with a smile in four rings or less. Include a salutation, thank the guest for calling, identify the name of the property, and contain their first name, all while maintaining clarity and organization. Offer an extensive list of amenities that are offered before quoting a price, and asks the guest for the reservation
• Resolve all guest problems by listening, apologizing with empathy, finding a solution and following through
I.2. Successfully follow all telephone, sales and reservation processes to book additional rooms (20% Impact)
I.3. Productively and cheerfully respond to guests with all necessary local information such as restaurants, transportation, entertainment options and directions (15% Impact)
I.4. Work productively with the sales staff and all other staff to provide excellent guest experiences (10% Impact)


KRA II. Administrative Duties: Perform all tasks/processes in an efficient, accurate and timely manner to meet all required administrative responsibilities (40% Impact)

II.1. Successfully follow the check-in and check-out processes in a friendly, accurate and timely manner including pre-assigning VIP guests and following the guest preference program (gifts, welcome notes, etc.) (15% Impact)
II.2. Complete all billing, administrative duties and paperwork as assigned including following hotel policy on cash banks, working with other departments and obtaining the appropriate signatures and approvals (10% Impact)
II.3. Stay current with developments in the hotel by regularly reviewing and updating the communication log (8% Impact)
II.4. Ensure the lobby, front desk and business are clean and fully supplied including the ordering of supplies when necessary (7% Impact)

All candidates must meet the criteria outlined in this “Job Requirements”. Those who do not will be eliminated from consideration.

Position qualifies for benefits.

An Affirmative Action Equal Opportunity Employer

NOTICE TO APPLICANTS: APPLICANTS FOR EMPLOYMENT WITH HEGG COMPANIES, INC., MUST PASS A PRE-EMPLOYMENT BACKGROUND INVESTIGATION. ANY OFFER OF EMPLOYMENT IS CONTINGENT UPON SUCCESSFULLY PASSING THECOMPANY PRE-EMPLOYMENT SCREENING.

Knowledge, Skills, Abilities:
•Must have a valid driver's license.
•At least one year of guest service/customer service experience required.
•Good judgment and problem solving skills required.
•Excellent attendance record and the ability to multi-task are a must.
•Must possess proven computer skills.
•Must possess cash handling experience.
•Must possess ability to work independently and with others.

Contact Information

Springhill Suites and Courtyard by Marriott
Lisa VanWell
lvanwell@heggcompanies.com
4300 West Empire Place
Sioux Falls, SD 57106
Phone: 605-444-4300

Other Information

Category(s): Hospitality, Customer Service, Admin & Clerical
Industry: Hotel / Resort
Experience Req.: No
Degree Req.: No
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