Guest Services Agent

Responsibilities
• Welcome and acknowledge all guests according to company standards.
• Anticipate and address guests' service needs with courtesy and professionalism.
• Assist individuals with disabilities.
• Thank guests with genuine appreciation.
• Speak with others using clear and professional language.
• Answer telephones using appropriate etiquette.
• Process all guest check-ins by confirming reservations, assigning room, ensuring payment, and issuing and activating room key.
• Process all SoJo Spa Club day guests by confirming payment and issuing of pass.
• Process all payment types such as room charges, cash, checks, certificates, vouchers, coupons, debit, or credit.
• Process SoJo Spa check-outs or Hotel check outs, including resolving any late and disputed charges.
• Answer, and process all guest calls, messages, requests, questions, or concerns.
• Coordinate with Housekeeping to track readiness of rooms for check-in.
• Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed.
• Communicate SoJo Spa policies and procedures in a friendly and professional manner assisting guests at all times.
• Supply guests with directions and information regarding property and local areas of interest.
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Complete designated cashier and closing reports in the computer system.
• Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.
• Follow all SSC safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information.
• Protect company assets.
• Develop and maintain positive working relationships with others.
• Comply with quality assurance expectations and standards.
• Stand, sit, or walk for an extended period of time.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Competencies
1. Communication proficiency
2. Ethical Conduct
3. Flexibility
4. Initiative
5. Time Management

Position Type/Expected Hours of Work
This is a full-time or part-time position. Days and hours of work vary. Department operates 24 hours a day, 7 days a week, 365 days a year. A high level of availability is expected; total flexibility with available work times is preferred.
Required Education and Experience
• Graduation from high school or GED equivalent with specialized course work in general office practices such as typing, filing, accounting and bookkeeping.
• Prior relative experience in customer service a plus.

Responsibilities
• Welcome and acknowledge all guests according to company standards.
• Anticipate and address guests' service needs with courtesy and professionalism.
• Assist individuals with disabilities.
• Thank guests with genuine appreciation.
• Speak with others using clear and professional language.
• Answer telephones using appropriate etiquette.
• Process all guest check-ins by confirming reservations, assigning room, ensuring payment, and issuing and activating room key.
• Process all SoJo Spa Club day guests by confirming payment and issuing of pass.
• Process all payment types such as room charges, cash, checks, certificates, vouchers, coupons, debit, or credit.
• Process SoJo Spa check-outs or Hotel check outs, including resolving any late and disputed charges.
• Answer, and process all guest calls, messages, requests, questions, or concerns.
• Coordinate with Housekeeping to track readiness of rooms for check-in.
• Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed.
• Communicate SoJo Spa policies and procedures in a friendly and professional manner assisting guests at all times.
• Supply guests with directions and information regarding property and local areas of interest.
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Complete designated cashier and closing reports in the computer system.
• Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.
• Follow all SSC safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information.
• Protect company assets.
• Develop and maintain positive working relationships with others.
• Comply with quality assurance expectations and standards.
• Stand, sit, or walk for an extended period of time.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Competencies
1. Communication proficiency
2. Ethical Conduct
3. Flexibility
4. Initiative
5. Time Management

Position Type/Expected Hours of Work
This is a full-time or part-time position. Days and hours of work vary. Department operates 24 hours a day, 7 days a week, 365 days a year. A high level of availability is expected; total flexibility with available work times is preferred.
Required Education and Experience
• Graduation from high school or GED equivalent with specialized course work in general office practices such as typing, filing, accounting and bookkeeping.
• Prior relative experience in customer service a plus.