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GUEST SERVICE AGENT

Sethi Management, A Palm Beach Tan Franchisee

GUEST SERVICE AGENT

Gilbert, AZ
Full Time
Paid
  • Responsibilities

    Guest Service Agent serves as the primary liaison to guests and are responsible for welcoming and registering hotel guests, explaining accommodations and taking payments. Checks guests out and explains billing. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with brand standards and company policies. The following reflects the essential job duties but does not restrict tasks that may be assigned. Duties of this job may be changed at management’s discretion.

    Duties include:

    Check in guests in an efficient and friendly manner. Assures that guest is assigned type of room requested and that the correct rate is charged and issues guest keys

    Also follow brand standards for checking in elite members

    Check out guests at end of stay. Ascertains guest satisfaction, collects keys, posts any late charges and presents bill to guests. Accurately settles bill

    Handle incoming guest phone reservations

    Answer inquiries pertaining to hotel services; gives entertainment suggestions and travel directions

    Handle all guest complaints or problems to exceed the guest expectations

    Handle all guest service requests, makes changes as necessary

    Serve as hotel phone operator and directs all calls to proper extensions and takes and delivers phone messages

    Keep records of room availability and guest’s accounts. Operates front desk software

    Maintain a balanced cash/billing drawer

    Maintain and takes responsibility for all cash and credit card transactions during working hours

    Complete any necessary accounts receivable and direct billing tasks

    Follow brand standards when processing guests’ stays based on brand point system

    Welcome guests and respond to requests in a prompt and professional manner

    Check the working condition of equipment and report to supervisor all unsafe or malfunctioning equipment

    Use suggested selling techniques to sell rooms and to promote other services of the hotel

    Coordinate room status updates with housekeeping department

    Know how to use office equipment

    Move, lift, carry and place objects weighing up to 25 lbs. without assistance and in excess of 25 lbs. with assistance

    Know all safety and emergency procedures

    Maintain awareness of all rates and incoming rate codes

    Communicates with the previous and following shifts

    Print arrival list from booking.com and Expedia and other third party sites and ensure all reservations are in the Property Management system

    Ensure compliance with energy conservation and job safety requirements

    Proactively maintain assigned areas and equipment

    Ensure efficient completion of daily assignments in a timely manner

    Report all safety concerns to management

    Attend and participate in all mandatory trainings and meetings

    Flexible with schedule and assignments

    Maintain effective performance under pressure

    May perform similar duties as requested by supervisor Requirements:

    Good customer service skills

    Ability to work independently and with others

    Good communication skills

    Ability to lift/carry up to 25 lbs.

    Ability to give and follow verbal and written instructions

    Attention to detail

    Ability to multi task

    Displays good initiative

    Must be able to work flexible schedule, including weekends and various shifts

    Prepare, set up, stock, take down, clean and provide quality beverages and food products consistently for all guests by adhering to all recipe and presentation standards.

    Be knowledgeable of the operation of the POS system.

    Assist guests with food orders and serve food and beverage items to guest in a friendly, professional and timely manner.

    Maintain a clean, organized environment for guests by clearing tables during serve.

    Use suggestive selling techniques

    Must hold all mandatory certificates based upon brand and area requirements