Guest Services Agent

Overview

Kessler Hotels is part of Kessler Hospitality’s portfolio of artistically inspired boutique hotels, featuring unique design, luxurious accommodations, enriching ambiance, and intuitive service. Properties are located in Alabama, Colorado, Georgia, Florida, North Carolina or South Carolina, with distinctive art, music, and cultural influences designed to inspire unforgettable experiences. The portfolio includes a cutting-edge downtown icon, a premier luxury lodge, Savannah’s entertainment destination, and an elite ski lodge.

Kessler Hospitality was the founding member of the Marriott Autograph Collection, with seven Autograph Collection branded hotels. Each property is a bold, original hotel created for the individualist traveler.

Location

The AAA Four Diamond JW Marriott Savannah Plant Riverside District is located in the heart of historic Savannah on the Savannah riverfront, with countless activities within walking distance. Enjoy shopping in downtown Savannah, dining at the hotel’s many restaurants, riverside bars, and various walking tours around the city. Plant Riverside District features three buildings that reflect history and progress, including chic architecture in the Power Plant, romantic styling in the Three Muses, and contemporary maritime details in the Atlantic.

Guests can also visit the hotel spa and explore the vibrant nightlife in the entertainment district.

The Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

• Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
• Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages and special promotions as listed in the Red Book.
• Be familiar with all in-house groups.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Be able to complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.

• College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer Services experience preferred.
• Flexible and long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees…