Guest Service Agent

We have a full-time opening for a Guest Service Agent.

Must be able to work various shifts per week and be available weekdays and weekends.

• Must have a high school diploma or equivalent.
• Be authorized to work in the United States.
• Background check required.

Guest Service Agent Job Description

Job Description

Title:  Guest Services

Reports to:  General Manager and Director of Front Office

Summary of Position:

Responsible for providing quality guest service as it pertains to checking in/out of hotel; PBX operations to include mail/message service; taking hotel reservations; providing quick efficient problem resolutions; and concierge services in a gracious and professional manner. This position demands accuracy with daily accounting procedures.

Duties & Responsibilities:

• Check-in and check-out hotel guests in a confident, professional, and friendly manner.


• Initiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistance.


• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.


• Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered within three rings, always ensuring complete and accurate information.


• Review arrivals noting special requests and blocking rooms as necessary for VIP and group arrivals.


• Complete all items as listed on shift checklists.


• Ensure proper credit card procedures are followed at all times to include credit card authorization/charging.


• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash.


• Advise guest of any messages, mail, faxes, etc. received for them.


• Communicate service and amenities of the hotel to guests.


• Accept and record wake-up call requests.


• Provide Concierge service - fluent knowledge of local restaurants, special events, city attractions, and guest amenities.


• Knowledgeable of hotel fire and emergency procedures.


• Keep the front desk as well as lobby areas clean and well organized.


• Assist with reservations calls in a professional manner.


• Balance all miscellaneous income departments against vouchers, tape totals, and property management system totals.


• Initiate Night Audit process in the Property Management system (where applicable).


• Prepare any/all management reports for hotel management.


• Perform research on credit card charge-backs as directed by hotel management

Qualifications:

• At least 6 months experience in a similar capacity (unless waived by GM).


• Be able to work in a standing position for long periods of time (up to 8 hours).


• Ability to perform assigned duties with attention to detail, speed, accuracy, follow through, courtesy, cooperativeness and work with a minimum of supervision.


• Ability to satisfactorily communicate in English (speak, read, and write).


• Ability to accurately compute and manipulate mathematical calculations.


• Ability to quickly provide problem resolutions to the satisfaction of the guest and hotel.


• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience 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 grasp, bend, and stoop; push or pull heavy loads weighing up to 50 lbs.; and lift and/or carry or otherwise move packages, boxes, and luggage.


• Punctuality and regular and reliable attendance.


• Honesty and Integrity