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Guest Service Representative

Posted By:
Kennedy Ambundo
Posting ID:
Denver - Magnolia Hotel
 desk   employee   customer   service 
Category:Customer Service
Listing Type:Job
Employment:Full Time
Company:Magnolia Hotel

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The Denver Magnolia Hotel has an opening for a Guest Service Representative.

The Denver Magnolia Hotel has an opening for a Customer Service Representative.

• Customer Service Rep – Front Desk
• Rate of pay is $10.50 an hour.
• Occasional weekends
• We’re looking for an individual for full time hours for 5 days a week.

Ideal qualities:

• Dependable
• Fun personality
• Experience using a computer, telephone & e-mail.
• Accuracy and very detailed
• Sitting for long periods of time
• Fast paced environment

Below is a job description that defines what the position entails,


Position Title: FRONT DESK AGENT
Reports to: Front Office Manager
Salary classification: Hourly
Basic function: Guest registration, checkout, provide hotel information to guests; create positive first interaction with guests.

The core Duties & Responsibilities of the Front Desk Agent include:
• Follow established front desk procedures in use of front office software system including never sharing your password.
• Greet guest in a friendly welcome manner with the appropriate time of day greeting and use guest’s last name during check-in conversation.
• Provide guest with hotel services information and other concierge-related services and information.
• Handle guest accounts properly including posting of charges and collection of payment.
• Maintain strict guest security in controlling keys, issuing keys, divulging guest information and maintaining guest confidentiality.
• Guest service over the phone is as important as face-to-face guest service.
• Adhere to Hotel procedures for two-way radio communication.
• Handle guest complaints to the best degree possible, and involve the Front Office Manager or Assistant in the handling of guest complaints as necessary.
• Follow all accounting and cash handling SOPs as they relate to front desk operations.
• Follow the Hotel’s lost and found procedures for items turned in, and in returning items to the guest.
• Interact with Housekeeping, Engineering, Accounting and other departments in a professional courteous manner.
• Keep the front desk area clean (front and back) to help make a favorable impression with the guests and clients.
• Maintain cashier bank with accuracy and security and do end of shift bank balance and deposit.
• Follow Front Desk Procedures in providing access to guest safety deposit boxes.
• Continue to learn front office procedures with the objective of improving guest service satisfaction and professional development.
• Learn and become familiar with all Front Desk related safety and emergency procedures.
• Complete all shift checklists, opening and closing duties as assigned.
• Pass along shift information as required.
• Read and understand all front desk logbooks, group resumes, BEOs, and other pertinent guest service information.

Front Desk Agent
Position Description
Page 2

• Adhere to all safety, emergency procedures and risk management policies.
• Report any injury no matter how minor to your supervisor or manager.
• Other duties as assigned which may include performing duties other than those listed in this position description in the Front Office department or other department in the Hotel.

The Guest Service Expectations for a Front Desk Agent include:
• Apply the Magnolia Brand Guest Service Standards every day at work.
• Be committed to ensuring the comfort and service of every Magnolia guest.
• Provide a proper greeting to the guest as they arrive at the Desk, and provide a “thank you” or “you’re welcome” when they leave.
• Any guest concern becomes my highest priority, and will be resolved to the best of my ability.
• Smile and greet the guests as you encounter them throughout your shift.
• Keep your assigned areas clean throughout your shift.
• Remember guest service is your first priority.
• Assist other departments as requested.
• Speak positively about the Hotel, the guests and fellow employees
• Your uniform is clean and properly worn with your name tag.

The Desired Qualifications of the Front Desk Agent include:
• Previous public contact work experience such as front desk, banking, retail sales, or receptionist.
• Ability to professionally and courteously interact with a broad cross-section of diverse guests.
• Have experience with computers and windows type software.
• Experience with office machines and procedures such as copiers, fax machines and overnight delivery services.
• Ability to properly handle cash and credit card transactions.
• Basic accounting skills with ability to make and balance deposits, balance transactions, audit work.
• Good verbal communication skills.
• Ability to maintain confidentiality and security in guest interactions.

Minimum Requirements:
• Physically able to use computer mouse.
• Physically able to use computer keyboard.

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