- The Guest Services Agent at Farmhouse is the first and often the final impression of the experience, but also an instrumental and responsive team member throughout the guest’s stay. Agents complete various basic administrative duties, but the primary focus is ensuring guest satisfaction is maximized. The Guest Services Agent ensures brand standards of hotel service through extensive front desk training on standards of procedures (SOPs) and other systems
Responsibilities and Duties
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Learn training manuals, checklists and other written SOPs
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Learn how to best describe the hotel history and the current design.
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Any guest information is to remain confidential in the system. Verification of identity for that stay and guest information is always required
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Ensure all guest-facing areas and surfaces are clean and tidy. This pertains to the lobby, lounge and front desk
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Utilize systems to ensure every guest is prepared for, with any notations and actions followed
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Check in every guest to the SOP of the property, while maintaining a unique and personable experience that is memorable to them
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Check out every guest with accuracy on folios with a fond farewell communication
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Follow SOPs in all lost & found items, as well as possible mailing information
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Look for possible maintenance needs before the guest is aware in both rooms and common areas
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Communicate urgent maintenance to management and always use the pass along for record
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To promote sales of rooms, upgrades and packages to all possible guests effectively to enhance their experience
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When stocking during duties, please communicate with management any low quantities of items for breakfast, mini bar or office supplies
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During a morning shift, the setup and breakdown of the breakfast
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During an evening shift, the preparation duties related to the breakfast
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Lift up to 25lbs during various duties throughout shifts
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Professional correspondence by email, text and shift pass along emails
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Foresee operational deficiencies, potential problems and communicate possible solutions to the management
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Work productively and develop professionally throughout shifts
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Other duties may be asked of this position by management occasionally
Physical Requirements
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Frequent standing and walking throughout the shift, including moving between the front desk, lobby and other guest areas.
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Ability to navigate the property, which may include uneven surfaces, or outdoor areas
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Occasional lifting, carrying, pushing, or pulling of items up to approximately 20-25 pounds (e.g. packages, supplies, guest items).
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Frequent use of hands and fingers to operate computers, telephones, key systems and office equipment.
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Ability to read screens, printed materials and reservation details; close and distance vision required.
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Occasional reaching, bending, stooping, or crouching to access materials, assist guests or lightly clean
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Ability to to sit for prolonged periods at the front desk
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Ability to work indoors and outdoors, potentially in varying weather conditions and temperatures
Qualifications
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Previous applicable experience in a hotel is preferred
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Must have a valid Food Handler Card or the ability to obtain one within 30 days of employment; Farmhouse covers the expense
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Must have a valid Responsible Beverage Server certification or the ability to obtain one within 60 days of employment; Farmhouse covers the expense
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Strong customer service and interpersonal skills, with the ability to interact professionally with guests and team members
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Strong listening and oral communication skills
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Basic math skills and the ability to process payments, and operate a point-of-sale system (POS) and property management system (PMS)
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Ability to communicate effectively in English; additional languages are a plus
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Ability to work a flexible schedule, including evenings, weekends, and holidays, based on business needs
Farmhouse Paso provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, ancestry, national origin, religion, creed, age (40 and over), disability (mental & physical), sex, gender, sexual orientation, gender identity, gender expression, medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by federal, state or local laws.
