Guest Service Agent - Fairfield By Marriott Downtown Spokane

At Fairfield Inn & Suites Downtown Spokane, we provide our guests with an outstanding experience starting with convenience, comfort, and compatibility. Whether they’re traveling for business or enjoying a family vacation, our downtown Spokane hotel is their home away from home. Our customer service is known to be exceptional in the hospitality industry, and we need a Guest Service Agent to join our team as we continue to thrive and out-perform our competitors.
Our Guest Service Agent is energetic and self-motivated, someone who is outgoing and not afraid to interact with the public. We work in a fast-paced and often changing business landscape, and our team is dedicated not only to the success of the business but also to each other. This is a full-time role, 3:00-11:00 PM, and we reward hard work and dedication. If you have hotel experience and are looking for a long-term career in the hospitality industry, please apply today for immediate consideration.
Job Responsibilities

• Verify registration card information with the guest.
• Other duties as assigned.
• Match the bucket check to in-house guest ledger report, report discrepancies to Manager.
• Resolve guest complaints, ensuring guest satisfaction.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor, send and distribute guest faxes.
• Anticipate guests needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Handle overbooked or walked in guests.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Maintain positive guest relations at all times.
• Resolve discrepancies on the room status report with Housekeeping.
• Process all guest check-ins & check-outs.
• Accept and record wake-up call requests.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).

Requirements

• Stay calm under pressure and adapt to quickly changing hotel and customer needs.
• High school diploma or equivalent.
• Moderate to advanced computer skills.
• Ability to lift and carry up to 50 lbs.
• Ability to stand for long periods.
• Ability to work swing shift, 3:00-11:00 PM.
• Minimum of 1-year front office or guest service experience in hotel.

Knowledge, Skills, And Abilities

• Excellent communication skills, both written and verbal.
• Ability to work independently with little supervision.
• Exceptional Customer Service skills in person and over the phone.
• Organized and detail-oriented with strong interpersonal skills.
• Excellent phone skills.

Benefits

• Competitive starting salary
• Employee discounts & incentives
• Room for advancement