Guest Services Agent - Full Time

Sage Hospitality Group is set to hire a Full-Time Guest Services Agent at Hotel Van Zandt in Austin, Texas. Located in the Rainey Street District, Hotel Van Zandt features 319 guest rooms and more than 25,000 square feet of meeting space. You can enjoy live music at our featured restaurant onsite, Geraldine’s, host pool parties, or check out one of the many pop-up events. Join us here to make a difference!

As part of Sage Hospitality Group, we passionately strive to be the best and create excellence in everything we do. We believe in enriching lives one experience at a time. More than a slogan, we empower our employees to make positive impacts on the communities in which we live and work. By providing genuine service we build relationships with our guests and value for our shareholders, and we create unforgettable experiences.

We are looking for independent thinkers. Those who harness their entrepreneurial spirit so that it breaks preconceived notions. We’re not afraid to forge our own path. After all, it’s what industry leaders do. That’s why we welcome risk takers and creative spirits alike. No matter your daily role, Sage recognizes that your success is about more than the work you do—it’s really about who you are, which is why we invest in your personal and professional growth. We hope you consider joining us!

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

• Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guest are satisfied and in rooms as requested.

Education/Formal Training

High School diploma or equivalent

Experience

None required

Knowledge/Skills

• Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Must be fluent in oral and written English.
• Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Must have high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to read written communiques and monochrome computer screen.
• 90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing.
• Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.
• Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
• Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.
• Mobility - must be able to reach all areas of hotel to assist clients.

Environment

Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95%