Job description

Sleep Inn/Mainstay Suites will soon be opening in a couple of weeks and we are currently seeking qualified candidates for the position of Front Desk Agent. 1st shift runs from 7 AM - 3 PM, 2nd shift runs from 3 PM - 11 PM, and 3rd/night audit shift runs from 11 PM - 7 AM. We are looking for both, full time applicants for the weekdays and part time applicants for the weekends.

First impressions mean everything! What you do the second a guest walks through the door sets the expectation for the rest of their stay. Making a guest feel at home as soon as they walk in is essential in any successful operation. Whether it is a family getting away or a business guest traveling for work, you mold your check-in to better suit each guest individually. Serving guests at the front desk while providing the highest level of service possible in an efficient, courteous, and professional manner by brand standards.

Duties and Responsibilities:

• A guest service representative must deliver an exceptional guest experience that ensures all needs are met while maintaining a positive environment and working closely with all hotel team members.

• Effectively greets, responds to, and resolves all guest inquiries and problems in a positive, timely, and productive manner both in person and on the phone.

• Resolve any guest issue that may arise by listening, empathizing, apologizing, resolving, and notifying.

• Productively and cheerfully respond to guests’ requests, such as local information, restaurants, transportation, entertainment options, and directions.

• Work productively with the sales staff and all other staff to provide excellent guest experiences.

• Perform all daily tasks/processes in an efficient, accurate, and timely manner.

• Successfully follow the check-in and check-out processes in a friendly, accurate, and timely manner, including pre-assigning VIP guests and following the guest preference program (gifts, welcome notes, etc.).

• Complete all billing, paperwork, as assigned including following hotel policy on cash banks, working with other departments.

• Stay current with developments in the hotel by regularly reviewing and updating the communication log.

• Ensure the lobby, front desk and business area are clean and fully supplied.

• Must possess basic computer skills, i.e., Word, Excel, etc.

• Must be able to multi-task.

• Must have schedule flexibility for both AM/PM and possibly overnight shifts, weekends, and holidays.

Position Experience and Requirements:

• Valid Driver’s License.

• High School diploma or equivalent experience.

• Minimum of one years in customer service industry.

• Previous hotel experience preferred, Choice Hotels experience, a plus.

Additional Expectations:

• Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.

• Speak with others using clear and professional language; answer telephones using appropriate etiquette.

• Develop and maintain positive working relationships with others; support team to reach common goals.

• Comply with quality assurance expectations and standards.

• Stand, sit, or walk for an extended period. Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance.

Job Types: Full-time, Part-time

Pay: $12.00 - $15.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Overtime
• Weekend availability

Ability to commute/relocate:

• York, PA 17402: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• How many years of experience do you have working at a hotel property? What software was utilized at your time with the company?
• Please indicate which shift you are applying for as well as full time or part time status.

Work Location: In person

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