Job Description

The Guest Service Agent is responsible for creating memorable experiences by providing friendly and efficient service. The Guest Service Agent is responsible for ensuring guest satisfaction from the moment guests arrive at the hotel until they check out.

Primary Duties

    Review arrivals noting special requests, blocking rooms as needed.     Remain current on room rates and room availability.     Adhere to dress/appearance standards during assigned shifts.     Welcome and register guests in a courteous and professional manner, assigning rooms that satisfy all special requests.     Utilize hospitality standards (eye contact, smile, speak first, engage in polite conversation, use the guest’s name) at all times.     Be cordial to and exhibit respect for all team members.     Utilize proper phone script when answering phones.     Promptly provide detailed information about hotel facilities and operating hours to guests and the general public in person or via phone.     Promote brand rewards program and provide rewards guests with outstanding recognition.     Notify Housekeeping team members of all special requests, late checkouts, room changes, and day-use rooms.     Communicate with all staff in other departments (such as: Reservations, Sales, Housekeeping, Bell staff and Valet) to ensure the hotel services are coordinated to provide the best in guest satisfaction.     Assure accurate and accountable verification of payments and cash drawer.     Learn and completely adhere to all brand standards.     Receive and ensure rapid delivery of guests’ messages, faxes and/or packages.     Set up and provide guest wake-up calls.     Follow established key-control policy.     Submit all lost-and-found articles, accompanied by a completed lost-and-found report.     Respond to needs and resolve as quickly as possible - or refer to other management all guest concerns, or suggestions in a continuous effort to provide superior guest service.     Perform check-out and cash-handling activities in accordance with hotel policy.     Complete all items on appropriate (AM, OA, Graveyard) checklist by end of shift.     Learn and be able to adhere to all current fire and emergency procedures.     Attend department/staff meetings and training as required/scheduled.     Maintain a good attendance and punctuality record.     Perform all other duties as directed by immediate supervisor.     Perform other department-related duties and/or assist in other departments as prescribed by manager.

Qualifications

    At least two years’ past experience in dealing directly with the public and excellent customer-service skills.     High school-graduation-level mathematical aptitude and knowledge of standard exchange of currency.     Proficiency in payment verification.     Demonstrated ability to multi-task and work in a fast-paced environment.     Ability to read and write in English and communicate clearly with guests and fellow team members. The ability to speak a second language is an asset.     Ability to understand and follow verbal/written instructions.     Ability to use understanding and professional demeanor when dealing with a variety of customer-service problems, including stressful and highly emotional situations.     Demonstrated organizational and detail-orientation skills.     Must be computer literate and be able to type at least 25 wpm.     Ability to work a flexible schedule, including first and second shifts with availability all days of the week including holidays and weekends

Additional Information

All your information will be kept confidential according to EEO guidelines.