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Guest Service Agent/Relief Auditor

Company: Mark Spencer Hotel
Location: Portland
Posted on: November 26, 2022

Job Description:

The Mark Spencer Hotel located in downtown Portland, OR is currently hiring for the position of Guest Services Agent/Relief Auditor. We're looking for applicants who strive to exceed guest expectations, like working with a team, are capable of working a flexible schedule and exude positivism.

*GENERAL DESCRIPTION*

The Guest Service Agent is responsible for assisting guests efficiently, courteously and professionally in all front office-related functions according to standards established by Management. A high standard of service and hospitality is to be maintained at all times, with a consistent goal of total guest satisfaction and guest retention.

*RESPONSIBILITIES AND DUTIES: *
* Answers phone within 3-5 rings, routes calls and takes messages.
* Handles all incoming and outgoing reservation requests; offers to make future reservations when guests check out.
* Assists guests with check-ins and check outs.
* Assists guests with questions and directions. Offers guests information about Hotel amenities: continental breakfast, afternoon tea, roof garden, laundry facilities, etc. (as applicable). Offers to make restaurant, theater, and other event reservations.
* Responds immediately and courteously, and follows through on all guest questions, requests and complaints.
* Coordinates all guest room moves, late checkouts, and stay-over rooms with appropriate personnel.
* Verifies bills with guests; posts necessary charges, adjustments and payments.
* Maintains guest service directory and creates new business relationships.
* Keeps abreast of hotel policies concerning room rates, group and other discounts, special offerings, and area events.
* Responsible for cash bank, daily paperwork, balancing audit and deposits.
* Acts as a liaison between departments by means of beeper and phones.
* Reports any guest room changes, status or difficulties to housekeeping and/or maintenance departments.
* Inputs reservations into the Property Management System.
* Checks bucket and verifies information in the Property Management System or other computer programs.
* Stays up to date on hotel emergency procedures and can access emergency information, as necessary.
* Inspects all equipment and furniture in work area for any hazards to employees and/or guests; reports all hazards immediately to maintenance for appropriate action.
* Monitors the entry and guest lobbies for cleanliness and order throughout work shift.
* Maintains a clean and orderly work area at the front desk and in other assigned work spaces, throughout work shift.

*EDUCATION AND EXPERIENCE *

*REQUIRED: *
* High school diploma or equivalency degree required.
* Ability to communicate in English, in both written and oral forms.
* At least one (1) year of successful Customer Service experience.
* Computer proficiency, to include working knowledge of PC software programs (MS Word, Excel, Outlook) and web search engines.
* Experience using telephone and/or PBX (switchboard) in high call volume situations.

*PREFERRED: *
* Hospitality experience preferred but not required.
* Fluency in foreign language(s) a plus.
* Familiar with Hospitality Property Management Systems or other database programs helpful.

*CERTIFICATES, LICENSES and REGISTRATIONS: *

Must be able to obtain OLCC Service Permit and Oregon Health Card within 30 days of hire.

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:
* 401(k)
* Dental insurance
* Employee discount
* Health insurance
* Paid time off
* Vision insurance
Schedule:
* 8 hour shift

COVID-19 considerations:
We are compliant with Oregon Health Authority guidance and CDC advisement. We care about the safety of our team and guests.

Experience:
* Customer Service: 1 year (Preferred)
* Front Desk: 1 year (Preferred)

Work Location: One location%58047475%

Keywords: Mark Spencer Hotel, Portland , Guest Service Agent/Relief Auditor, Sales , Portland, Oregon

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