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.
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