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Guest Services Agent at DoubleTree Boston Bedford

Posted in Other 30+ days ago.

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Type: Full Time
Location: Bedford, Massachusetts





Job Description:

DESCRIPTION
Job Overview: Greet and register guests, provide prompt and courteous service and close out guest accounts upon completion of stay to meet brand's high standards of quality.

Reports to: Front Office Leaders

Essential job functions:

Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests, room rate. Promote Crescent marketing programs. Make appropriate selection of rooms based on guests needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.

Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.

Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.

Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.

Perform any other job related duties assigned.
Minimum Qualifications:
Must have the ability to communicate in English, can communicate well with guests
Positive, energetic personality, willingness to learn and commitment to support and advance the image and reputation of the hotel.
Ability to multi task and keep up in a fast-paced, customer service-oriented environment.
1-2 years experience at the front desk in a full service establishment preferred
1-2 years hospitality industry experience preferred

Additional Qualifications:
3-4 years experience at the Front Desk in a full service establishment preferred
3-4 years hospitality industry experience preferred
Experience with multi line phone system/switch board preferred
Strong interpersonal verbal communication skills
High school diploma or equivalent

Physical Demands:
Ability to grasp, lift and/or carry, or otherwise, move goods weighing a maximum of 100 lbs on a continuous schedule.
Able to stand for long periods of time, reach above head level, bend, stoop, twist and lift

These physical demands are representative of the physical requirements necessary for an associate to successfully preform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the front desk agent job.

EOE/AA/Disabled/Veterans
Crescent Hotels & Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Crescent Hotels & Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.