Job Summary:
The Guest Service Agent is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.
Qualification Standards:
Education & Experience:
College coursework in a related field is helpful.
Experience in a hotel or a related field preferred.
High School diploma or equivalent required.
Computer experience is required.
Being Multilingual helpful
Enjoys seeking out and creating memorable experiences.
Shares the cultural belief that teamwork delivers results.
Loves to SMILE!
Physical requirements:
Ability to work required full-time shift.
Light work - Exerting up to 15 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Ability to stand during the entire shift.
General Requirements:
Maintain a warm and friendly demeanor at all times.
Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service-oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Maintain regular attendance in compliance with the Northport Hotel policies
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Comply with the Northport Hotel standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information.
Must be able to handle cash and credit card transactions.
Must be able to work with computer software systems.
Must be able to show initiative, including anticipating guest or operational needs.
Duties and Functions:
Fundamental Requirements:
Greet and welcome all guests approaching the Front Desk in accordance with the Northport Hotel company standards.
Maintain proper operation of the PBX phone console and ensure that all hotel standards are met (if applicable).
Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
Ensure logging and delivery of packages, mail and messages to guests.
Review Front Office log and Trace Files daily.
Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
Follow all cash handling and credit policies.
Be aware of all rates, packages, and special promotions.
Be familiar with all in-house groups.
Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
Be familiar with hospitality terminology.
Have knowledge of emergency fire safety procedures and assist as needed.
Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
Use proper two-way radio (Relay) etiquette at all times when communicating with other employees.
Fully comprehend and be able to operate all relevant aspects of the Front Desk PMS computer system.
Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
Be able to complete a bucket check, room rate verification report, and housekeeping report.
Balance and prepare individual paperwork for closing of shifts according to hotel standards.
Maintain a clean work area.
Assist guests with luggage storage.