Guest Service Agent, The Statler Hotel

While position responsibilities vary, every member of our community is expected to foster a culture of belonging and a psychologically healthy work environment by communicating across differences; being cooperative, collaborative, open, and welcoming; showing respect, compassion, and empathy; engaging and supporting others regardless of background or perspective; speaking up when others are being excluded or treated inappropriately; and supporting work/life integration of oneself and others.

Under the direct supervision of the Front Office Manager, the Guest Service Agent provides warm, genuine, and personalized experiences to a very discerning clientele. The GSA is responsible for a quick and efficient arrival process; fulfills guest requests (or communicates to the appropriate department) and follows up to ensure satisfaction; distributes mail and messages, and completes the payment process with accuracy at departure, checking guests out of the hotel with a level of service that meets or exceeds guest expectations. Assists at the bell stand with deliveries, greeting guests, and valet services. The GSA collaborates with the Sales Department to configure group bookings and to ensure excellent service is provided to the meeting planners and conference participants. Works in conjunction with all members of the front office team to provide training and coaching to student employees, takes reservations by phone and email, and assists with the implementation of our revenue management strategy. Candidate must be flexible in scheduling and able to work weekends and holidays as business dictates. Performs other duties as assigned.

Required Qualifications:

• Experience in and/or demonstrated commitment to supporting inclusion and belonging
• Experience working directly with people from diverse racial, ethnic, and socioeconomic backgrounds.
• Experience incorporating the perspectives of multiple communities, including communities of color.
• High school diploma or equivalent
• Valid driver's license
• Superior communication skills (verbal and written) and professional phone etiquette
• Pride in personal appearance and dignified composure
• Warm and enthusiastic personality, committed to giving your best
• Seeks and receives feedback and is continuously pursuing growth
• Basic computer skills

Preferred Qualifications:

• Accounting experience
• Proficiency with Microsoft Office Suite Knowledge of hotel management systems, revenue management, and/or online travel agencies (OTAs)
• Associate or bachelor's degree in hospitality management, or equivalent

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• Academic Discipline

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