Overnight Guest Services Agent

The Overnight Guest Services Agent is responsible for delivering hospitality to registering hotel guests and residential tenants by managing reservations and providing information about rooms, rates, and amenities. The overnight guest service agent is responsible for turning the day, completing reports, and setting the day up for success while on the overnight shift.

About the company:

Nestled in the heart of vibrant urban destinations, Level luxuriously spacious modern suites, upscale lifestyle amenities, and dedicated concierge service create your personal sanctuary in the city. So, you can settle in for as long as you like, and stay level - with the equilibrium of home, and all the thrill of travel. Available for nightly and extended stays, Level’s growing portfolio of award-winning properties can be found in Vancouver, Los Angeles, Chicago and soon-to-be, Seattle.

Job Responsibilities:

• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
• Be sufficient in all programs required to manage hotel and residential desk needs.
• Responsible for resolving customer complaints, assists customers in all inquiries in connection with our services, hours of operations, key personnel, in-house events, directions, etc.
• Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and Level practices.
• Ensures an efficient reception experience for guests, including check in/out, logging maintenance requests, and complete audit procedures.
• Communicates with Front Office Manager any relevant feedback from guests and/or other departments.
• Handles telephone reservations and changes with prompt courtesy, applying the hotel’s selling strategy and thorough understanding of the offerings and segmenting, to increase revenue and maximize profit.
• Communicates effectively with property management team.
• Coordinate arrival of vendors, guests, deliveries, and prospects and assist with directing them to appropriate departments and locations on-site and in the parking garage.
• Strong written and verbal communication skills for team and guest interactions.
• Ability to multitask in a fast-paced high volume environment.
• Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
• Coordinates the storage room by storing and retrieving guest luggage and packages.
• Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Valet Parking, and lobby coverage.
• Provides basic trouble-shooting support for in-room hotel services such as Internet, TV, movies, and internet service.
• Works closely with Parking Staff to ensure smooth handling of guest vehicles, luggage (if applicable), deliveries and special requests.
• Communicates closely with housekeeping and maintenance teams to ensure that our guests needs are prioritized to provide the best guest experience possible.
• Performs other duties are required.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• High School Degree or equivalent
• Front Office/Concierge experience in hotel, residential or customer focused industry
• Proficiency in MS Outlook, MS Word, MS Excel, and MS Windows required
• Must have excellent customer service and interpersonal skills
• Excellent oral and written communication skills
• Ability to work well within a team

Please note that we offer competitive pay, a comprehensive benefit package, Transportation reimbursement incentive program and programs to continuously develop and recognize employees.

We thank all applicants for their interest; however only those selected for an interview will be contacted. No phone calls please

Job Type: Full-time

Salary: $21.63 - $23.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement

Schedule:

• Monday to Friday

Work Location: In person