JOB SUMMARY

Responsible for providing quality guest services that include registering and assigning rooms to guests, issuing room keys, transmitting, and receiving messages, keeping records of occupied rooms and guests’ accounts, making, and confirming room reservations, and presenting statements to and collecting payment from departing guests. The Guest Service Agent will also be responsible for verification and auditing of hotel revenues and charge postings, balancing the day’s transactions and performing other duties and reports as assigned by supervisor.

• Greets and welcomes all guests approaching the Front Desk.
• Performs check-ins and checkouts and room change procedures in a confident, friendly, efficient, courteous, and professional manner. Ensures all dates are fully entered into the hotel’s system in accordance with reservation.
• Attends to guest complaints, inquiries, and requests and refers unresolved issues to supervisor or Manager of Duty in a timely manner.
• Ensures that services are coordinated to provide the best in guest satisfaction by maintaining contact via telephone with the other departments such as Reservations, Sales, Housekeeping, Bell and Valet.
• Answers all phone calls promptly and knowledgeably, always ensuring to provide complete and accurate information.
• Answers guest inquiries about hotel services, restaurants, entertainment, facilities, and hours of operation, etc. in a timely manner.
• Conducts pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests.
• Opens, secures, and balances out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
• Performs audit balances and prepares all work for audit in an orderly fashion.
• Respect the privacy and maintain confidentiality of guest’s information.
• Familiar with all SOPs related to the front desk.

All functions are carried out to maintain an environment of teamwork. The Overnight Guest Service Agent will contribute to Provenance’s mission of creating exceptional ways of personalizing and providing the best guest service.

QUALIFICATION REQUIREMENTS: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Must be accurate with all daily accounting procedures.
• Must be able to prioritize and solve problems independently under challenging conditions.
• Ability to handle sensitive, confidential information discreetly and professionally
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger
• Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once
• Ability to work independently with limited support and minimum supervision
• Must be able to work outdoors in all weather conditions. Not typically, really any desk position, but I have no problem leaving it as a just-in-case
• Strong verbal and written communication skills, excellent listening skills; ability to communicate with people comfortably and effectively.
• Excellent organizational and problem-solving skills.
• Ability to effectively handle problems in the workplace, including anticipating, preventing, identifying, and solving problems, as necessary.
• Proven ability to maintain composure in stressful and high-pressure situations.
• Versatility, flexibility, and willingness to work in a constantly changing environment.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

• Frequently exposure to a variety of temperatures, inside of the hotel and outside of the hotel.
• The noise level in the work environment usually moderate to loud.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the Guest Services Agent job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, and talk, or hear. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls. Light to Moderate work – Lifting 15 to 25 pounds occasional and 25 to 50 pounds of force frequently or constantly. Reaching above shoulder heights, below the waist or lifting as required to deliver luggage or store materials throughout the work shift applying correct lifting techniques. Position requires ability to lift, carry, push, pull or otherwise move objects. Specific vision abilities required by this job include the ability to adjust focus.

All employment offers are contingent upon successful completion of a background check.

Provenance is an equal opportunity employer committed to hiring a diverse workforce and maintaining an inclusive culture. Provenance does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

ABOUT US

Each Provenance hotel is built to be so much more than a beautiful space — it’s an uplifting and unique experience for our guests and team members.

We are people first, hoteliers second; it’s a mantra we live by. When you work for Provenance, you’ll help shape a culture that fosters an atmosphere of collaboration, camaraderie, and a celebration of individuality — because we believe that our differences are our strengths.

It’s important to us to illuminate the exceptional talent we work alongside every day. As a Provenance employee, your skill, spirit of service and passion for hospitality will shine like never before.

We’re looking for true originals who have an unmatched enthusiasm for guest services, who enjoy working in exquisitely designed, spaces, and who find joy in sharing the cultural richness of their communities. If you’re ready to elevate your hospitality career, we encourage you to apply with us.