Guest Services Agent

JOB DUTIES

• Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operation.
  • All room types, numbers, layout, decor, appointments, and location.
  • All room rates, special packages, and promotions.
  • Daily house count and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled in‑house group activities, locations, and times.
  • All hotel and departmental policies and procedures.
• Obtain assigned bank and ensure accuracy of contracted monies. Always keep bank secure.
• Meet with supervisor to review daily assignments and priorities.
• Meet with departing Front Desk Agent to review business status and follow up items.
• Access all function of computer system according to established procedures and standards.
• Set up workstation with necessary supplies; maintain cleanliness throughout shift.
• Answer department telephone within three rings, using correct greeting and telephone etiquette.
• Promote positive guest relations to all individuals approaching the Front Desk.
• Accommodate all requests for information in a congenial manner.
• Processes all guest check ins according to established hotel standards.
• Maintain guest history files on all guests.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Handle guest complaints, ensuring guest satisfaction.
• Document all guest requests, complaints, or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction.
• Offer detailed information on the voice mail system to callers and guests wishing to leave message.
• Accept and record wakeup call requests.
• Document and confirm reservations and cancellations.
• Block rooms in the computer and follow through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Process all check outs according to established hotel requirements.
• Adhere to all cashiering procedures.

MINIMUM REQUIREMENTS

• High school graduate or equivalent
• Previous experience in hotel front office.
• Must be able to clearly communicate in English with guests, visitors, management, and coworkers to their understanding, both in person and by telephone.
• Must be able to provide legible communication and directions
• Ability to prioritize, organize and follow up
• Ability to work well under pressure of constant frequent arrivals and departures
• Ability to maintain confidentiality of all guests and hotel information
• Ability to ensure security of guest room access
• Ability to remain stationary at assigned post for extended periods of time
• Ability to work cohesively with other departments and coworkers as part of a team

Employees must fulfill their performance standards for this position and comply with company policies, rules, and procedures of the hotel, including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees. The job description is intended to describe the general nature and work responsibilities of the position. This job description and duties of this position are subject to change, modification, and addition as deemed necessary by the hotel. Employees are required to comply with supervisory instructions and perform other job duties, responsibilities and assignments requested by supervisors, managers, or other hotel/company officials.