Guest Service Agent - Full-time / Part-time

The Cambria hotel & suites Pittsburgh Downtown is looking for a dynamic, self-motivated individual to fill an opening on our Front Office team.  The Guest Service Agent will provide outstanding customer service to our guests during all phases of their stay, from the first interaction during their arrival all the way through their departure. This is a direct customer interaction positions, so the successful candidate must have a positive, helpful personality and always put the customer first.     

The Guest Service Agent responsibilities will include:

• Provide warm, friendly and sincere service to hotel guests and associates while displaying a “can do” and “guest first” attitude.
• Maintain a working knowledge of all property operating systems, company policies and brand/management standards.
• Be readily available and visible for the guests at all times.
• Respond immediately and with empowerment to resolve guest issues/complaints on first contact, ensuring 100% guest satisfaction.
• Be proficient & efficient at the process for checking guests into & out of the hotel.
• Answer all incoming phone calls within three rings with a smile in their voice & endeavoring to handle all requests above the caller’s expectations.
• Be able to answer guest questions about hotel amenities, hours of operation, & available services.
• Be knowledgeable about local area, and able to make solid recommendations for restaurants, attractions, shopping, events, transportation, etc. to our guests.
• Stay updated on in house groups, daily functions, VIP arrivals and area events.
• Embrace the Choice Privileges program for member recognition, enrollment and promotions.
• Daily assignment of room types, pre-blocking arrivals, and identification of VIP guests.
• Communicate daily room type needs to housekeeping team and expediting
• Understand all rates offered by the hotel, their availability and the qualifications required for each.
• Accurately handle future and same day reservations or take walk-in guests.
• Assist guests with safe deposit box use at Front Desk.
• Assist guests with purchases from and maintain solid inventory within the gift shop area.
• Daily review of guest billing information accuracy.
• Post, correct, or adjust charges to guest folios as necessary.
• Be knowledgeable of hotel credit, cash in advance, and check cashing procedures.
• Maintain accuracy in cash handling procedures.
• Ensure adherence to policies for hotel accounting, credit control, handling of financial transactions, security of monies, guest privacy & security, and hotel emergency procedures.
• Complete maintenance & housekeeping request forms.
• Assist in the onboarding and training of new front office associates.
• Adhere to all work rules, procedures, and policies established by the company, including, but not limited to those contained in the employee handbook.
• Any other duties and projects as assigned by Department Heads or General Manager.

Job Requirements/Skills/Knowledge

• Bachelor’s or Associates Degree preferred, plus 2 or more years of prior experience required. Excellent leadership, interpersonal & communication skills.
• Must possess strong organizational & problem solving skills.
• Ability to work on feet and stand for long periods.
• Competent & trustworthy cash handling skills.
• Strong command of English language including speaking, reading & writing.
• Knowledge of computers and proficiency with e-mail, business related software packages such as word processing and spreadsheet applications, and property management system (PMS) software programs.
• Flexible schedule with the ability to work days, nights, weekends & holidays.

Job Perks

Join our team, where you’ll be a BiG Deal!  We want only the best team members, and offer some BiG perks that make us a little different from other employers.

• Competitive Wages
• FREE Parking Onsite
• Associate Travel Discounts
• Associate Meal Plan
• Healthcare Benefits*
• 401K Eligibility*
• Paid Vacation & Holidays*
• As an official hotel of the Pittsburgh Penguins®, our associates are eligible for discounts on game tickets & team merchandise