Job Name Guest Services Agent Location The Darling Hotel 210 N Court St. Visalia, CA 93291 Reports To Assistant Hotel Manager Schedule Part Time Position

Job Summary

Guest Services Agents are a part of the Front Office Team and provide exceptional service to all guests of The Darling Hotel before, during, and after their stay. A Guest Services Agent is responsible for demonstrating the highest quality guest experience. Guest Services Agents are responsible for performing the following tasks to the highest standards:

• Demonstrate an authentic and genuine level of guest service at all times • Respond to guest inquires in a timely and efficient manner • Use proper telephone etiquette when answering phones and guest requests • Ensure a clean, sanitized, and presentable reception experience for guests • Demonstrate a knowledge of all of the rooms and facilities in the property as well as the property’s history • Follow proper check-in, check-out, and other front desk procedures • Complete audit procedures as required • Possess a working knowledge of the reservation system and understand how to create, cancel, and modify bookings • Possess a working knowledge of third party reservation systems and how to cancel and modify bookings • Understand room status and room status tracking • Use the correct procedures regarding the acceptance and handling of valid identification, credit cards, and cash in accordance with the hotel credit policy • Perform cashiering tasks such as bill/invoice settlement, posting charges, payments, and refunds • Demonstrate a knowledge of hotel room types, room rates, packages, promotions and other general product property knowledge necessary to perform daily duties • Maximize room occupancy and use up-selling techniques to promote hotel services and facilities • Use proper mail, package, and message handling procedures • Use proper logs for master keys, guest requests, guest incident reports, and maintenance • Communicate with the housekeeping department with guest amenities, early arrivals, late checkouts, and room assignments • Create, read, and write the daily pass down and record shift happenings • Ensure that any guest feedback is documented and communicated appropriately to the Assistant Hotel Manager and General Manager • Attend and complete appropriate training courses, when required • Comply with hotel security, fire regulations, and all health and safety legislation • Report any unusual occurrences or requests to the Assistant Hotel Manager or General Manager • Act in accordance with policies and procedures when working with front of house equipment and property management systems • Assist Assistant Hotel Manager with long-term projects • Assist other departments, as necessary • Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts

Prerequisites

Job Flexibility: • Must be able to work holidays , nights, and weekends

Education: • High school graduate or equivalent • Must be able to speak, read, write, and understand the primary language used in the workplace • Must be able to speak and understand the primary language used by visiting guests

Experience: • Previous experience in the hospitality industry or customer-service field preferred • Previous cash handling experience preferred • Knowledge of Microsoft Office and Google Suite preferred

Physical • Must be able to stand for up to eight hours a day • Must be able to lift and carry up to 50 lbs • Must be able to walk up and down stairs

Qualifications

Guest Services Agents are ambassadors for our brand to not only our guests but other team members as well. To achieve this successfully, you should maintain the attitude, behaviors, skills, and values that follow:

• Positive attitude and good communication skills • Commitment to delivering a high level of guest service • Calm, efficient, and organized with great attention to detail • Ability to multi-task while maintaining a positive attitude when working with guests • Professional manner with an emphasis on hospitality and guest service • Ability to work on your own and as part of a team • Competent level of IT proficiency • Conflict resolution experience • Excellent grooming standards

Who We Are

Established in July of 2020, The Darling Hotel is the Central Valley’s premier boutique hotel. We’re devoted to the details and committed to creating a one-of-a-kind experience in Central California. We’ve found a diamond in the rough with this long-forgotten property and are re- infusing it with the charm, luxury, and moxie you dream of in a 1930’s era hotel and lounge.