What are the responsibilities and job description for the Guest Services Agent position at Aloft Philadelphia Downtown?
**Guest Services Agent**
Shifts will occur between the hours of 7AM and 8PM, 8 hours shift, weekends and holidays included.
**JOB SUMMARY**
Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry. Process Re:fuel purchases and orders.
Job Duties
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Shifts will occur between the hours of 7AM and 8PM, 8 hours shift, weekends and holidays included.
**JOB SUMMARY**
Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry. Process Re:fuel purchases and orders.
Job Duties
- Maintain complete knowledge at all times of:
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- - 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.
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- 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.
- 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