Job DescriptionThe Centennial Hotel is actively searching for an organized, detailed, and professional Front Desk / Guest Service Agent to join our Front Office team.The Centennial Hotel and Granite Restaurant & Bar, managed by Hay Creek Hotels, is a beautiful historic hotel in Concord, NH that offers 32 guest rooms and suites, locally-sourced fine dining in a full-service restaurant and bar, a variety of meeting and event spaces, and off-site catering services. A popular dining and socializing spot among Concord locals, the award-winning Granite Restaurant & Bar is a beautifully styled, modern eatery. Visit thecentennialhotel.com and graniterestaurant.com for more information. Be sure to Follow @Hay Creek Hotels on Linkedin for future employment updates!Rate: Based on experienceThis is a Part Time or Full Time position. Expected regular shifts will include mainly Morning or Night Shifts (Occasional Overnight shifts may be requested for coverage).A distinctive element exclusive to Hay Creek Management's approach to guest service is its Host Philosophy, which encourages each associate to develop the skills necessary to offer competent hospitality service outside the realm of their primary job responsibilities.The ability of our Host Associates to proficiently multi-task provides guests at Hay Creek properties a secure, comfortable confidence that their service expectations will be exceeded.Job Summary:
- Provide telephone services and operate the multi-line telephone switchboard effectively. Receive and transfer all calls, voice messages, and mail of guests and hotel employees.
- Greet and welcome all guests in a professional and hospitable manner. Direct guests to the appropriate area.
- Register guests and securely assign them a guest room and room key. Verify guest credit and process payment upon check-out.
- Have a thorough working knowledge of hotel property management system and rates/packages offered. Regularly check availability for reservation inquiries. Make and confirm reservations over the phone and coordinate those submitted online.
- Assist guests with any and all needs, including assisting in bringing luggage to their rooms, making restaurant reservations, and ensuring housekeeping and maintenance requests.
- Communicate all guest room status changes to Housekeeping department.
- Professionally handle guest complaints, problem solve to satisfy all guest needs, and follow up with manager.
- Have a thorough knowledge of hotel services, local shopping, dining, entertainment, and travel directions.
- Deliver guest amenities as necessary.
- Know and practice all safety and emergency procedures. Lead emergency situations, such as evacuations. Follow all key procedures. Secure guest valuables. Manage Lost and Found per policy.
Experience and SkillsRequired Experience:
- High School diploma or equivalent.
- Must be very skilled with technology and a quick learner. Working knowledge of a Property Management System preferred.
- 1 year customer service experience required, hotel environment highly preferred.
- Ability to work in a constructive, team working environment with a positive, upbeat and customer-focused attitude.
- Proven success in handling guest complaints.
- Ability to operate smoothly and professionally under high stress situations.
- Flexibility to work nights or mornings, weekends, holidays, and busy seasonal days (i.e. town festivals).