SUMMARY: Under general supervision, the Guest Service Agent (GSA) is focused on providing efficient service and creating memorable experiences by making emotional connections with all of our guests. The ideal candidate must have a friendly and welcoming attitude, respond to guest and associate concerns with empathy, and resolve issues in an efficient manner. This is the ideal position for someone who has a passion for guest service, can deliver complete guest satisfaction throughout the stay, and values problem resolution. Must be able to work in a fast paced environment, remain calm under pressure, demonstrate excellent communication skills, resolve problems independently, and is good working with computers.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Duties include but are not limited to:
Greets and welcomes guest as they arrive at the hotel.
Checks guest in and out of room.
Promptly answers telephone in professional and clear manner.
Inputs and retrieves information routinely from computer systems.
Makes appropriate selection of rooms based on guests' needs.
Responds to guest requests and handles guest issues or reports complaints to management.
Handles cash accurately and have responsibility for a House Bank.
Performs other duties as required within the scope of responsibility.
To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience: High School diploma of GED equivalent is preferred. Must be friendly and have an outgoing personality. Minimum of six (6) months previous customer service and cash handling experience. Ability to stand and move throughout the Front Office and continuously perform essential job functions.
License/Certification: A valid driver's license is required.
Language Skills: Ability to communicate effectively in English, both verbally and in writing. Ability to exercise excellent communication, organization, time management and listening skills. Fluency in a second language is an advantage.
Computer Skills: Intermediate to advanced computer literacy required. Proficient in Microsoft Word and Excel. OnQ certified a plus. Must have basic computer skills and the ability to multitask.
Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by any employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand, walk, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds and be able to work in a standing position for long periods of time (up to an entire shift) with the ability to sit for prolonged periods of time. Duties are generally performed in an indoor office setting. Must be able to work weekends and evenings as required. The noise level in the work environment is usually moderate.
DISCLAIMER AND ACKNOWLEDGEMENT
The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job.