Guest Services Agent

Job Overview

The Guest Services Agent is the first point of contact and the first impression for our guests. Warm, knowledgeable service, and helpful guidance reassure guests they’ve made the right choice. The Guest Services Agent will check guests in and out efficiently, and make sure they have all they need for a great stay!  We are looking for either part-time or full-time associates.

Benefits and Discounts provided to company employees: 

• Medical/Dental/Vision Insurance 
• Vacation time
• Vacation Enhancement
• Personal Day
• Paid Holidays
• Funeral/Bereavement Leave
• Pet Bereavement
• Footwear Reimbursement Policy
• $20,000 Life Insurance Policy
• Holiday Bonus
• Sick time
• Travel Benefits at IHG® Hotels & Resorts Worldwide
• Friends and Family Rate at the Crowne Plaza Lansing
• Retirement Plan with company match

Benefits eligibility varies based on position, employment status, and length of service.

Duties and Responsibilities

• Welcome guests in a friendly and professional manner, recognizing IHG One Rewards Members and returning guests.
• Check guests in, issue room keys, and provide information on hotel services and room location.
• Ensure required identification is take from guests at check-in.
• Answer and process all guest calls, messages, requests, questions or concerns in a prompt and courteous manner.
• Record guest preferences in the system.
• Check guests out, including resolving any late or disputed charges.
• Issue, control, and release guest safe-deposit boxes.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring.
• Act to solve guest problems/complaints using appropriate service recovery guidelines.
• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes. 
• Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
• Engage with guest and fellow associates.
• Up-sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions.
• Work as a team and communicate with other departments to ensure excellent quality of service.
• Follow all safety and security guidelines and procedures to protect colleagues, the guests, and the guest’s data.

Specific job knowledge, skills, and abilities:

• Communication skills, written and verbal, in the primary language(s) used in the workplace.
• Ability to navigate and use necessary applications and software.
• Ability to work a flexible schedule including, nights, weekends and/or holidays.
• Ability to work independently.
• Ability to engage with guests and answer questions.
• Consistent reading, writing, and math skills.
• Frequent problem solving and reasoning.

Physical demands:

• Must be able to exert well-paced mobility for up to 8 hours in length.
• Requires grasping, reaching, and performing repetitive motions; manual dexterity.
• Remain in a stationary position for a constant period of time. 
• Frequently communicate with individuals inside and outside the Company to exchange accurate information in a warm, and hospitable way.  
• Frequently operate a computer, telephone, and other office equipment. 
• Occasionally move about inside the Hotel to collaborate with co-workers, attend meetings, access file cabinets, and operate office equipment. 
• Work tasks are performed indoors; temperature is moderate and controlled by hotel environmental systems.

Qualifications and Requirements

A high school or equivalent education is required. One year of front desk/guest service experience strongly preferred. Proficiency in Opera/Fidelio is preferred. Some college/university education preferred.

Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings are required.

Upon employment, all associates are required to fully comply with Crowne Plaza Lansing rules and regulations for the safe and effective operations of the Hotel’s facilities. Associates who violate Hotel rules and regulations will be subjects to disciplinary action, up to and including, separation.

This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. While this is intended to be an accurate reflection of the current job, management reserves the right to review the job or to require that other or different tasks be performed as assigned.

All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a threat or risk to the health and safety of themselves or other employees. This position description in no way states or implies that these are the only duties which will be required in this position. Employees will be required to follow other job-related duties as requested by their supervisor/manager (within the guidance and compliance with Federal and State laws). Continued employment remains on an “at-will” basis.