SALARY RANGE: $20.00-$21.37 per hour. The Guest Service Agent is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Primary Responsibilities

• Must adhere to the company’s Service culture – 4 Keys to creating guests for life.
• Comply with Silverado Resort and Spa Standards and regulations to encourage safe and efficient hotel operations.
• Must have a through knowledge of HMS hotel system.
• Have a thorough knowledge of the resort and its facilities.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
• Perform other duties as requested by management.
• Greet and welcome all guests approaching the Front Desk in accordance with Silverado Resort and Spa standards.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
• Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be familiar with all in-house groups.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.
• Perform other duties as requested by management.