Guest Services Agent

Stonebridge is a renowned hotel management company operating throughout the United States, committed to providing exceptional hospitality services and memorable guest experiences. With a reputation founded on quality, professionalism, and excellent customer service, Stonebridge manages multiple properties that prioritize guest satisfaction and employee well-being. Known for fostering a supportive and inclusive workplace culture, Stonebridge offers a wide range of career opportunities within the hospitality industry for motivated individuals seeking growth and development.

This particular opportunity is located in Boulder, Colorado, where Stonebridge manages a distinguished hotel property. The role of the Guest Service Agent at this location is critical as it serves as the primary point of contact for guests during their stay. This position is non-exempt and offers a competitive wage of $20.00 an hour. Guest Service Agents play an essential role in ensuring efficient check-in and check-out procedures, maintaining high standards of guest service, and contributing to the overall guest experience.

As a Guest Service Agent, you will operate the front desk according to established standard operating procedures, delivering exceptional guest service at all times. Your responsibilities will include managing reservation systems, check-in and check-out processes, and credit card transactions while following strict safety and security protocols. Accuracy in handling registration cards, cash balancing, and maintaining the cash sheet is vital in this position. You will also operate the switchboard, assist guests by taking and relaying messages, and manage wake-up calls as part of daily duties.

Knowledge of the hotel's physical layout, room rates, promotions, and nearby amenities such as shopping centers, convenience stores, and gas stations is important to provide detailed information to guests. The position demands a commitment to upholding guest privacy, including never disclosing guest room numbers aloud and ensuring front desk security at all times. Additionally, the Guest Service Agent is responsible for completing daily reports, audits, and incident reports related to guest matters.

Customer service skills are paramount since you will handle guest requests, resolve complaints, and provide timely, professional responses to all communication within three rings using scripted language. Demonstrating initiative, accountability, and work quality is expected, as well as maintaining professional personal appearance in accordance with the hotel's dress code. Ideal candidates are self-motivated, able to work independently with minimal supervision, and dedicated to maintaining high standards throughout their performance.

The work environment is typical for a hotel setting, primarily indoors with exposure to cleaning chemicals and moderate noise levels. Physical demands include standing for more than two-thirds of the time, walking less than one-third, sitting less than one-third, lifting up to 15 pounds, and pushing or pulling up to 10 pounds. Stonebridge is committed to equal employment opportunity and provides reasonable accommodations for qualified individuals with disabilities. As a part of its commitment to employees, Stonebridge extends comprehensive benefits including medical, dental, vision insurance, paid time off, 401(k) matching, wellness programs, life and disability coverage, savings accounts, tuition assistance, and travel and lodging perks.

This extensive role in Boulder offers an excellent opportunity for individuals looking to deliver top-quality guest service in a dynamic hotel environment while enjoying a competitive salary and comprehensive benefits package.