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Guest Service Agent

Department: Front Office

Reports to: Assistant General Manager

Status: Non-Exempt

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The soon-to-open Residence Inn by Marriott® Tampa Wesley Chapel is located on the 120-acre campus of the Wiregrass Ranch Sports Complex of Pasco County.  Our hotel provides more space and more flexibility, so our guests can travel the way they love to live. 128 spacious suites with full kitchens, expansive outdoor spaces, an on-site market, and a robust, daily hot breakfast create a homelike atmosphere. The Skybox, the only rooftop bar in Wesley Chapel, features spectacular views, refreshing beverages, and small plates.

Guest Service Agent is a unique position in which the agent will be responsible for hotel Front Desk and Concierge Services. They will be our guest’s first impression providing a unique check-in experience. The rooming of each guest utilizing advanced technology to ensure an exceptional personalized service to all guests that is consistent and continually in accordance with the Management Company of Mainsail Lodging & Development.

Status: Non- Exempt — $13.00/ hour + Benefits

Essential Functions:

  • Assign guests to rooms according to their preferences paying attention to those nonverbal cues to make each experience unique
  • Provide room quotes and upsell to guest when possible
  • Ability to interact with guests and share hotel knowledge using personalization such as using the guest’s name
  • Responsible to know all functions to showcase the hotel to each guest
  • Maintain guest confidentiality
  • Produce room keys for all guests ensuring guest confidentiality throughout their stay and beyond
  • Maintain knowledge of hotel and Marriott Bonvoy.
  • Provide local information for shopping, dining, nightlife, and recreational destinations
  • Receive, store, and deliver luggage and mail
  • Make travel arrangements for guests to include sightseeing and other tours
  • Assist with coordination between Housekeeping, Food & Beverage, Maintenance and Front Desk
  • Verify charges / collect payment from guests for room stays
  • Respond to guest inquiries
  • Follow scheduled shifts and follow break and lunch requirements
  • Report any suspicious activity or unusual items in room
  • Report any irregular behavior from guests in public areas and or in room
  • Ability to take initiative and handle assignments with limited supervision
  • Follow all hotel policies and procedures as outlined in the team member handbook
  • Maintain cleanliness and order of work area

 

Hotel Performance:

  • Ensure successful performance assisting guests with an exceptional experience to ensure high performing scores on the GSS.

 

Qualification Standards:

Education & Experience

  • High School diploma or higher
  • Previous hospitality experience preferred
  • Previous FOSSE experience preferred
  • Must enjoy having FUN and share the willingness to help others
  • Excellent customer service skills
  • Excellent communication skills, both verbal and written
  • Ability to use technology e.g., computers, tablets

 

Physical Demands

  • Ability to stand for extended periods of time
  • Ability to communicate clearly
  • Corrected vision to normal range
  • Ability to work long hours as needed

 

Mental Demands

  • Make sound judgments quickly
  • Work on multiple tasks, making appropriate progress towards deadlines
  • Able to work independently, take direction, and provide direction to others
  • Manage differing personalities within the office, the hotel, and the community
  • Maintain the highest degree of confidentiality
  • Ability to work effectively in stressful, high-pressure situations
  • Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

 

Career Information

Date Posted:
September 28, 2021

Career Category: