Guest Service Agent - Armstrong Hotel

Loveland, CO, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $14.75 - $18.75

Work Schedule

Standard Hours

Day Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Employee Discounts

Retirement Plan

Vision Insurance

Professional Development

Job Description

Crystal Creek Hospitality is a collection of independently spirited and branded hotels dedicated to delivering remarkable hospitality. Established with a clear vision to enrich the lives of employees, guests, and communities, Crystal Creek Hospitality stands as a beacon of excellence in the hospitality industry. The company fosters an inclusive, ego-free environment where trust and solid relationships are foundational. Valuing diverse individuals, Crystal Creek Hospitality honors every employee, guest, and investor through its core principles and commitment to exceptional service. This approach creates an enriching workplace culture that motivates employees to deliver superior guest experiences consistently.

The role of Front Desk/G... Show More

Job Requirements

Minimum of one-year front desk or customer service experience, preferable with OPERA systems
Strong background of customer service experience
Possess excellent computer, verbal and written communication skills
Proven track record resolving guest problems and expediting solutions
Understand daily hotel operations and systems
Must read, write and speak the English language effectively
Possess complex math skills
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 work independently, with little to no supervision, use time efficiently and multi-task
Be an active team player and ability to collaborate across teams

Job Qualifications

Minimum of one-year front desk or customer service experience, preferable with OPERA systems
Strong background of customer service experience
Possess excellent computer, verbal and written communication skills
Proven track record resolving guest problems and expediting solutions
Understand daily hotel operations and systems
Must read, write and speak the English language effectively
Possess complex math skills
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 work independently, with little to no supervision, use time efficiently and multi-task
Be an active team player and ability to collaborate across teams

Job Duties

Follow safety and emergency guidelines, policies and procedures
Prioritize and accurately complete essential functions including reservations, check-ins, check-outs, upgrades, room moves, billing, cash and credit card transactions, operating the switchboard, coordinate delivery of guest requests, deliver safe deposit boxes, and guest follow-up
Greet 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 as outlet hours, special VIP programs, events
Complete the registration process by inputting and retrieving information from a computer system, confirm pertinent information including number of guests and room rate, make appropriate selection of rooms based on guest needs, code electronic keys, non-verbally confirm room number and rate, promote and administer hotel marketing programs for arriving guests, ensure guest knows location of room, provide welcome packet
Ensure all Crystal Creek Hospitality and brand and service standards are met and adhered to
Remain calm and alert and resolve guest complaints within guidelines, protect guest sentiment by representing and promoting the hotel and dealing positively with the public, follow the learn model
Promptly answer telephone and email inquiries from internal and external communication streams, input messages into the computer and advise other associates of special guest needs, retrieve messages and communicate the content to the guest, retrieve mail, packages and facsimiles or other special items as requested
Monitor guest accounts and room inventory
Ensure rooms and services are correctly accounted for within guest statement and assist guests with check-out payments or charges, accept and record vouchers, credit, traveler's checks, and other forms of payment
Be proficient using Property Management Systems (OPERA) and other pertinent software as assigned (MGS and GXP)
Complete all assigned checklists and shift reports accurately
Complete all operations of lost and found including inputting items into database, guest outreach, and shipping of guest items
Maintain a professional appearance and attitude at all times, follow the dress code and uniform standards, demonstrate positive body language and posture
Maintain house bank and operate cash register without error
Be educated and familiar with local and area recreational activities and services, dining, and cultural activities and attractions, provide recommendations to guests
Be aligned with the culture, values, goals and human resource programs of the Crystal Creek Hospitality
Follow all best practices, policies and procedures for Front Desk Team
Maintain a clean, neat and organized workstation and lobby area
Complete miscellaneous tasks as assigned, assist in other departments when needed

Job Criteria

Experience

Mid Level (3-7 years)

Job Location

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