Guest Service Agent

Our mission is to provide creatively inspired hospitality that successfully achieves the best in hotel service but also delivers unforgettable experiences fueled by culture for our guests and local communities—always leaving people with surprise and delight.

We bring these promises to life by embracing and empowering a diverse collective of team members, collaborators and guests that choose to call The Standard home.

 We are anything but standard. Our DNA is unconventional, dynamic and irreverent.

Unconventional: “That's the way it is done” mentality is never the answer.
Dynamic: We give guests what they want before they know they need it
Irreverent: Play is always just important as stay. 

Duties and Responsibilities:

·         Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

·         Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.

·         Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

·         Maintain positive guest relations at all times.

·         Resolve guest complaints, ensuring guest satisfaction.

·         Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

·         Maintain complete knowledge of:

o   scheduled daily activities

o   in-house groups

o   hotel extension numbers

o   beeper number/radios carried by hotel personnel

o   all special requests (DND, screen calls, NRG, etc.)

o   hours of operation of each outlet

o   features and services provided by the hotel

·         Set up work station with necessary supplies and resource materials.

·         Access all functions of system.

·         Accommodate all telephone and email requests in a congenial manner within minutes of request.

·         Respond to all incoming telephone calls within 3 rings, using proper salutation and closing.

·         Route callers to requested guest or hotel personnel/department.

·         Place calls on "hold".

·         Provide callers with accurate information on hotel facilities and services.

·         Accept and process all guest requests for:

o   Screening calls

o   Do not disturb

o   Call forwarding

o   Conference calls

o   Non-registered guest

·         Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

·         Monitor busy lines; check back with caller on hold to update status and offer to take a message.

·         Monitor unanswered lines; return to caller after 3 rings to update status and offer to take a message.

·         Take, record and relay messages accurately, completely and legibly.  Activate/deactivate guest room message light accordingly; distribute hotel personnel/department messages to designated location.

·         Accept, record and deliver wake-up calls.

·         Document all guest complaints or problems; notify designated department/ personnel for resolving the situation; follow up to ensure completion and guest satisfaction.

·         Assist in emergency situations as central communication center for hotel.

·         Handle all reservation calls after PBX departure.  Process, record and follow-up any details relative to such.

·         Receive and process 3rd party credit card authorizations via Celopay

Standard High Line Employer, LLC (the “Company”) is an Equal Opportunity Employer. All employment decisions are to be made without regard to race, color, age, sex, gender, sexual orientation, gender identity or expression, pregnancy, religion, creed, marital status, transgender status partnership status, familial status, national origin/ancestry, alienage or citizenship status, unemployment status, mental or physical disability or medical condition, handicap, military status, veteran’s status, genetic information, status as a victim of domestic violence, status as a victim of sex offenses or stalking, employment status, or any other status protected by federal, state, or local law. We endeavor to select, place, train, and promote the best qualified individuals based upon job-related factors such as ability, work quality, suitability, experience, and potential.

·         Provide VIP service to our Red members to coordinate reservations at any Standard Brand Hotel.

·         Input guest valet information into Elimiwait

·         Assist with Reservation calls.

·         Process confirmation letters for reservations.

·         Assist at Front Desk as assigned.

·         Receive, sort and distribute all guest mail and update information in “Track it”

·         Monitor guest facsimile machine for incoming faxes; process outgoing faxes for guests.

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