Fairfield Inn Birmingham-RAM Hotels is hiring a Front Desk

The establishment is a professional hotel that prioritizes guest satisfaction and efficient service delivery. They operate a smoke-free environment and pride themselves on providing exceptional customer service tailored to meet the unique needs of each guest. The hotel is structured to offer a multi-faceted role for Guest Service Agents (GSAs), encompassing front office operations, PBX management, and concierge duties. The working environment is dynamic and demands flexibility from staff in terms of scheduling, including evenings, weekends, and holidays, to ensure consistent service availability. This establishment is committed to training its staff thoroughly on the hotel's reservation system, guest handling procedures, and various service delivery points to maintain high standards. The Guest Service Agent (GSA) role is pivotal in creating a positive first and lasting impression on guests. Responsibilities include checking guests in and out courteously and professionally, providing concierge services such as restaurant reservations, directions, and local attraction recommendations, and maintaining effective communication with other hotel departments like housekeeping and maintenance. GSAs are trained to handle registrations, verify payment methods, manage room status updates, and oversee the security and proper usage of guest room keys and safe deposit boxes. A sales-minded approach is important, as GSAs utilize suggestive selling techniques to promote room bookings and other hotel amenities. GSAs must possess excellent interpersonal skills, emotional intelligence, and the ability to remain composed and focused under pressure. They are expected to engage guests in meaningful interaction, promptly resolve issues, and anticipate guest needs throughout their stay. Responsibilities also include adherence to safety protocols, maintaining cleanliness and orderliness at the front desk, and participating in departmental meetings. The role requires proficiency in computer applications such as Microsoft Word, Excel, PowerPoint, and database management to efficiently handle data entry and communications. Physical demands include the ability to stand, sit, and walk for extended periods and occasionally lift or carry up to 40 pounds. The successful candidate typically has at least a high school diploma or GED and may undergo background screening and assessment on the hotel’s Property Management System (PMS). This comprehensive role is ideal for individuals who are customer service-oriented, adaptable, and eager to contribute to an upscale hospitality environment. The hotel provides on-the-job training, thereby welcoming candidates who have some experience but are willing to learn and grow with the organization. Through a blend of professionalism, emotional intelligence, and skillful management of multiple tasks, GSAs play a crucial role in upholding the hotel’s reputation for excellence and guest satisfaction.

• At least a high school diploma or G.E.D.
• Preferably 1 year of experience in customer service, hotel, food and beverage restaurant administrative, human resources, legal, educational, training, financial, or business related field
• Ability to work flexible hours including evenings, weekends, and holidays
• Proficiency in Microsoft Word, Excel, PowerPoint, data entry, and database management systems
• Excellent written and oral communication skills
• Ability to multi-task and handle stressful situations effectively
• Must wear hotel GSA uniform in compliance with hotel standards
• Background screening for previous criminal history
• Employment may be contingent upon at least 80% score on test on hotel's reservations system after training