Job Summary The Guest Services Agent is responsible for the guest’s experience at the beginning and end of their stay by performing check-in/out and interaction with guests and the general public by phone and in person. Essential Duties and Responsibilities • Provides professional and courteous guest service at all times • Greets arriving guests • Answers telephone calls courteously and efficiently • Responds to inquiries regarding hotel services, guest registration, local shopping, dining, entertainment, and travel directions • Generates, confirms, cancels, and changes guest reservations • Keeps records of room availability and guest’s accounts • Assists arriving and departing guests with luggage • Computes bills, receives payments, and makes change for guests • Makes restaurant, transportation, or entertainment reservations for guests • Promotes any current hotel and franchise marketing programs Additional Duties • Assumes manager duties in absence of General Manager • Transmits and receives messages through telephone, facsimile, and switchboard • Maintains wake-up call service • Posts ancillary charges to guest folios (food, room, telephone) • Maintains clean and neat work and storage space • Assists with appropriate storage of guest property • Attends monthly department meeting • Completes projects as determined by Rooms Operations Manager • Participates in ongoing education and training of Franchise and Hotel Management Company Essential Behavior Requirements • Customer Service: Displays a professional sense of urgency when communicating and interacting with customers, coworkers, and the public in a way that exceeds the customer’s wants and needs. Identifies opportunities to improve and deliver additional value to customer’s experience by presenting creative solutions and innovative ideas. • Communication: Actively listens to customers, coworkers, and the public (viewing the situation from the customer’s perspective) and works together to solve the problem through effective communication. • Problem Solving: Ability to recognize and define problems; analyze relevant information; encourage alternative solutions and plans to resolve situations; seeks additional assistance when needed. • Quality: Work “product or service” is free of errors and exceeds customer expectations. Education or Experience- High school diploma or GED equivalent; no prior experience is required. • Language Skills- Must have developed language skills to the point to be able to: read and comprehend instructions, safety rules, and memos. Speak clearly, distinctly, and with confidence using appropriate pauses, emphasis, correct English, and punctuation. • Mathematical Skills- Requires mathematical development sufficient to be able to: add, subtract, multiply, and divide all units of measure. • Reasoning Ability- Must have developed reasoning skills to be able to: apply common sense and understanding to carry out instructions in written, oral, or diagram form. Ability to professionally deal with problems in standardized situations. Physical Requirements • Ability to pass physical exam, drug test, and background check • Requires walking and standing to a significant degree, reaching, handling, lifting, talking, hearing and seeing • Lifting up to 50 lbs. maximum with frequent lifting and/or carrying or transporting of objects weighing up to 25 lbs. • Primarily inside environmental conditions Job Types: Full-time, Part-time Pay: From $18.00 per hour Benefits: • 401(k) matching • Dental insurance • Employee assistance program • Employee discount • Flexible schedule • Flexible spending account • Health insurance • Paid time off • Referral program • Vision insurance Schedule: • 8 hour shift • Day shift • Evening shift • Holidays • Weekends as needed Education: • High school or equivalent (Preferred) Experience: • Hospitality: 1 year (Required) Shift availability: • Day Shift (Required) • Night Shift (Required) Ability to Commute: • Silver Spring, MD 20910 (Required) Ability to Relocate: • Silver Spring, MD 20910: Relocate before starting work (Required) Work Location: In person Apply Job!