Guest Services Agent

Job Description

Job Description

Raines Co. - Your Future is Now!

Position Summary : The Guest Services Agent is responsible for greeting guests in a courteous and efficient manner, handling inquires, checking-in / out, and reserving rooms.

Established in 1988 as a family-owned business, we have grown into a fully integrated development, management, and investment company that develops, operates, and owns the world’s leading hotel brands as well as boutique hotels. Raines has maintained a family-oriented culture that believes in building relationships with our associates, with our partners and within the communities where we operate.

We offer comprehensive Medical / Dental / Vision benefits, 401K, a generous PTO program, and the opportunity to join a winning culture recognized for rewarding our best with opportunities to advance their career within the company.

Essential Job Functions

• Ensures Outstanding customer service at all times
• Maintains a friendly, professional, cheerful, and courteous demeanor at all times
• Accurately answers inquiries from potential guests and accepts hotel reservations
• Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue
• Resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
• Allocates rooms to expected arrivals after checking the guests preferences and special requests
• Builds strong relationships and coordinates with all other departments (housekeeping, maintenance, etc.)
• Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner
• Cross checks all billing instructions to ensure they are correctly updated
• Handles group arrivals and pre-registers each guest
• Ensures payments are made or on file for each guest and that billing is routed for groups correctly
• Completes cash transactions and maintains full responsibility for personal bank
• Ensures Front desk log (book or system) is read and updated
• Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD
• Assists all departments in servicing the guests especially during high volume periods
• Attends meetings as required

Experience and Education :

Flexible availability to work mornings (6am-2pm) or evenings (2pm-10pm)

Experience in customer service, forward-facing, or other guest-related positions

Experience in the hospitality industry, hotels, restaurants or similar in various roles preferred

Proficient in Microsoft 365 or similar computer applications

Minimum High school diploma, GED or equivalent

Raines is proud to be an Equal Opportunity Employer

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, genetic information or any other protected characteristic as outlined by federal, state, or local laws.

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pre-employment background check required.

EEO / D / V

Application Tips :  We encourage job seekers to protect themselves from email and recruiting scams. Please note : 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains.