• Guest Services Agent

    SpringHill Suites Fairbanks
    Job Description
    Position Purpose:
    Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves
    guest challenges throughout their stay in our hotel. Upgrades guests, as required. Promotes hotel services,
    amenities and upsells products to the guests.

    Full-Time Positions

    The Benefits of Being Part of OUR Family:
    • Medical, Dental and Vision coverage
    • Life Insurance
    • Paid personal time off
    • Leadership and Management Training Programs
    • 401K Retirement Plan
    • A PATH for your future!
    • Discounted room rates
    • A FUN PLACE TO WORK
    • Access to voluntary benefits, including discount in pet insurance, cell phones, Travel & Entertainment and Health & Wellness programs.
    Part-Time Positions

    The Benefits of Being Part of OUR Family:
    • Leadership and Management Training Programs
    • A PATH for your future!
    • Discounted room rates
    • A FUN PLACE TO WORK
    • Access to voluntary benefits, including discount in pet insurance, cell phones, Travel & Entertainment and Health & Wellness programs.
    ESSENTIAL FUNCTIONS
    Average
    Percent
    of Time

    30% Completes the registration process by inputting and retrieving information from a computer
    system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally
    confirm the room number and rate. Promotes and administers Hotel Marketing programs, for arriving guests. Ensures guest knows location of room, and arranges for associates to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.

    20% Ensure rooms and services are correctly accounted for within guest statement. Properly accounts
    for services provided by the hotel. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates.

    15% Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and
    provide accurate information such on outlet hours, special VIP programs, events, etc.
    10% Receives special requests from guests, and responds appropriately or forwards requests to appropriate associates for decisions and actions.

    10% Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and
    communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.

    10% Field guest complaints, conducting through research to develop the most effective solutions and
    negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.

    SUPPORTIVE FUNCTIONS
    In addition to performance of the essential functions, this position may be required to perform a
    combination of the following supportive functions, with the percentage of time performing each
    function to be solely determined by the supervisor based upon the particular requirements of the
    company.
     
    • Attempts to communicate with guest in guest's native language, if applicable.
    • Remains calm and alert, especially during emergency and/or heavy hotel activity,
    and resolve complications such as location changes or credit issues.
    • Summons Bell services associates to escort guests to/from their rooms as appropriate.
    • Help Bell and Van Driver staff when needed
    • Provides safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the guest.
    • Operate various office machines.
    SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

    The individual must possess the following knowledge, skills and abilities and be able to explain
    and demonstrate that he or she can perform the essential functions of the job, with or without
    reasonable accommodation.
     
    • Considerable skill in the use of a calculator to prepare moderately complex mathematical
    calculations without error.
    • Ability to effectively deal with internal and external customers, some of whom will require
    high levels of patience, tact and diplomacy to defuse anger, collect accurate information and
    resolve conflicts.
    • Ability to read, listen and communicate effectively in English, both verbally and in writing.
    • Ability to access and accurately input information using a moderately complex computer
    system.

    NOTICE:
    Standing, bending, stooping, and lifting weights up to and including 20 lbs. may be required.
    The hospitality business functions seven (7) days a week, twenty-four hours a day. In addition,
    this is a hospitality business and a hospitable service atmosphere must be projected at all times.

    Upon employment, all associates are required to fully comply with JL Hospitality Management
    rules and regulations for the safe and efficient operation of hotel facilities.

    JL Hospitality Management, LLC is an equal opportunity employer. JL Hospitality Management, LLC does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.