Front Desk / Guest Service Agent

Location: Portland, ME (The Westin Portland Harborview ( 157 High Street ))

Job Description

 

Front Desk Agent
How can there be a better job than helping an excited family start their vacation or a road weary traveler rest by checking them into a fresh, clean room?  As a Front Desk Agent you are often the first person – and last person – a guest speaks to so your genuine welcome and appreciation of the guest will set the tone for the stay.  You have the opportunity to shine in this role which is both busy and interactive!  As Front Desk Agent, you will

• Make a First Impression – so the person in this role must have a genuine passion to deliver a great hospitality experience – whether in person or by phone.  You must want to Wow the guest with your welcoming personality.
• Make a Lasting Impression – while checking the guest out, inquire about their stay and let them know you really care so if they had a problem or complaint, they share it with you.  Be courteous and willing to listen!
• Enjoy Problem Solving – many guests need help with miscellaneous things – their luggage, directions, finding a good restaurant, lost luggage, a cold shower.  Listen and help as best you can.  You should never be too busy to help.
• Be Accountable – you will be collecting money, routing calls, taking messages, and meeting many other guest needs. You need to be accurate and efficient in your processes.
Be a Safety & Security Agent – follow your hotel’s established safety and security policies & procedures.  Anticipate problems and call management as needed.

Requirements

 

Job Requirements
This role requires good verbal and written English communication skills. You must be able to handle cash or credit transactions and have front office software proficiency. This job requires light work – exerting up to 20 pounds of force occasionally and/or up to 10 pounds frequently with a regular need to lift, carry, push, pull or otherwise move objects.  From time to time you may need to assist with luggage which may require you to exert force of up to 50 pounds of force.  Long hours, many of which may be spent standing, required.