Guest Services Agent

Job Summary

Checks guests in and out of the hotel. Resolves guest challenges throughout their stay. Promotes hotel services, amenities and upsells products to the guests. Supervises Guest Service Agents.

• Assign duties to Front Office employees to ensure completion of shift duties. Act as a resource to Front Office employees on difficult, technical procedures or "problem" reservations. Monitor staff performance and provide feedback.
• Complete the registration/check‑in process by inputting and retrieving information from a computer system confirming pertinent information.
• Ensure rooms and services are correctly accounted for within guest statement and properly account for services provided by the hotel.
• Assist guests with check‑out payments or charges. Accept and record vouchers, credit, traveler’s checks, and other forms of.
• Balance and drop receipts according to accounting specifications.
• Provide guests with information about the facility, services, and amenities.
• Receive special requests from guests and respond appropriately or forward requests to appropriate team members for decisions and actions.
• Promptly answer the telephone and email inquiries. Retrieve and forward messages to/from guests. Retrieve mail, packages and facsimiles or other special items requested by customers.
• Field and resolve guest complaints or escalate for resolution to appropriate department.
• Assist guests in emergency situations.
• Maintain adequate supplies and functional equipment at the Front Desk.
• Perform any special assignment deemed by the GM, Guest Services manager, or Manager on Duty.
• Perform other duties as assigned.

• Full‑time and part‑time positions are offered the following benefits:
  Retirement Plan, Associate Shopping Program, Health and Wellness Programs, Discount Marketplace, Identify Theft Protection, Pet Insurance, and other voluntary benefits including Critical Illness Insurance, Accident Insurance, Hospital Indemnity Insurance, Legal Services, and Choice Auto and Home Program.
• Full‑time positions also offer the following benefits to associates:
  Medical, Dental, Vision, Life Insurance/AD, Disability Insurance, Commuter Benefits, Employee Assistance Program, Flexible Spending Accounts (FSAs).

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws.

Crothall is a member of Compass Group. Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Applications are accepted on an ongoing basis. Final date to receive applications: applications are accepted ongoing until all openings are filled for this position. If an applicant is declined due to the position being filled, they may still be considered for future opportunities and are always welcome to reapply.

Crothall maintains a drug‑free workplace.