Guest Services Agent

Mayflower Park Hotel in Seattle, WA offers an onsite Guest Services Agent role with a competitive hourly wage. This position centers on warmly greeting guests, managing registration and checkout at the front desk, and handling cashiering to ensure a smooth and positive guest experience.

Compensation

Hourly rate: USD 22 - 24 per hour

Key Responsibilities

• Greet and welcome guests upon arrival with a friendly, professional demeanor.
• Manage the front desk registration and checkout processes.
• Process payments for guest accounts during check-in and at checkout.
• Maintain a house bank, handle deposits, and generate accurate daily receipts reports.
• Cash checks and exchange currency for guests as needed.
• Accurately handle cash transactions and balance the cash drawer to the expected amount.
• Acknowledge rewards members and returning guests to enhance their experience.
• Assist with guest bookings, identify up-sell opportunities, and communicate ways to improve their stay.
• Process cash and credit transactions and ensure proper documentation.
• Review current day arrival reports to stay informed on guest flow.
• Verify special request reservations to ensure rooms are blocked per request, VIPs identified, billing is set up correctly, deposits are taken, and other departments are notified of room assignments.
• Attend scheduled trainings, departmental meetings, and hotel meetings as required.
• Stay informed about promotions, daily activities, arriving VIPs, in-house groups, special requests, and shuttle schedules.
• Practice safe work habits and follow safety policies to prevent injuries.
• Follow privacy and security protocols as well as departmental and company procedures.
• Answer calls promptly and transfer them to the appropriate departments.
• Coordinate with other departments to meet guest needs.
• Log all guest requests and room defects in the designated system.
• Follow up with guests after completing requests or repairs to ensure satisfaction.
• Answer inquiries about hotel policies, services, registration, shopping, dining, entertainment, and directions.
• Maintain extensive knowledge of the hotel, its services, and facilities, plus a general awareness of Seattle attractions.
• Keep the lobby clean and organized and assist with reservations when needed.
• Assist with handling mail, packages, facsimiles, and guest items.
• Perform other duties as assigned by a manager or supervisor.

Requirements

• Ability to speak, read, write, and understand the primary language used in the workplace.
• Strong communication skills across verbal, written, and electronic channels.
• Solid math skills and familiarity with computer programs.
• Excellent leadership capability and strong customer relations skills.
• Detail oriented with outstanding organizational and communication abilities.
• Basic computer skills and computational ability.
• Ability to interact effectively with internal and external customers with patience, tact, and diplomacy; able to gather accurate information to resolve conflicts.
• Knowledge of Windows OS, MS Office, PMS, PBX, Key system, and POS systems.
• Self-driven and able to work independently.
• Strong problem-solving and analytical skills with high attention to detail.
• High school diploma or equivalent required.
• Hospitality industry experience is preferred, as is prior front desk or customer service experience.

Technology Tools

• Windows OS
• MS Office
• PMS
• PBX
• Key system
• POS

Position overview

This role performs a blend of duties focused on guest needs, primarily registration, checkout, and cashiering, to contribute to an overall positive guest experience in a professional and courteous manner.

Supportive Functions

• Assist with guest inquiries and requests.
• Adhere to company safety and security policies and procedures.
• Report maintenance issues, safety hazards, accidents, or injuries.
• Perform other reasonable duties as requested by supervisors.

Physical Demands

• Work is indoors with climate control; environment is temperate.
• Stand and move for up to four hours at a time; maneuver multiple tasks simultaneously.
• Lift up to 45 lbs and push/pull carts or equipment up to 250 lbs as needed.
• Demonstrate dexterity with office equipment and multi-line phones; good vision and hearing; ability to perform repetitive motions.
• Occasionally bend, stoop, squat, and reach to fulfill tasks.

Grooming

All staff must maintain a neat, clean, and well-groomed appearance per Azul Hospitality standards and property policies.

Attendance

Regular attendance is essential to the role. Arrivals, punctuality, and attendance standards are expected to align with Azul Hospitality guidelines and may subject staff to disciplinary action if not met.