Guest Service Agents

Responsibilities

• Responsible for the prompt, efficient, and courteous check‑in and check‑out of guests.
• Ensure efficient communication with team members, vendors, and guests.
• Maintain a welcoming attitude and respond to all service questions and requests.
• Safeguard guests and hotel assets by following all established hotel policies and procedures.
• Collect payment for services rendered during a guest stay and meet guests’ additional needs.
• Follow company policies and procedures, maintain confidentiality, protect company assets, and uphold quality standards.
• Ensure uniform, personal appearance, and communications are professional.
• Accountable for processing check‑ins and check‑outs in a friendly, efficient, and courteous manner.
• Create reservations and process special requests.
• Assist guests by providing knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
• Work as a team player in meeting guests’ needs.
• Provide gracious and efficient telephone services.
• Respond to incoming calls and emails promptly, ensuring accurate information.
• Perform and complete all tasks and duties on the shift checklist in a timely and efficient manner, including meeting space, rooftop (seasonal), EOS, Siena Restaurant Log (when applicable), and guest complaint log.
• Prepare for daily arrivals and create room keys for incoming guests.
• Accept and provide wake‑up calls for guests.
• Collaborate effectively with other service departments to manage guest services.
• Listen, apologize with empathy, and direct complaints to the proper supervisor when resolving guest problems.
• Process customer credit at check‑in/out in accordance with hotel policy.
• Communicate and answer inquiries from guests regarding booking, hotel/local amenities, restaurants, transportation, and entertainment.
• Determine a guest’s reservation status and identify duration of stay.
• Help guests complete registration cards and assign rooms, accommodating special requests whenever possible.
• Verify the guest’s method of payment and follow established credit‑checking procedures.
• Follow all cash handling and credit card authorization policies.
• Be aware of all rates, packages, and special promotions.
• Be familiar with BEO/GEO reports and all in‑house groups and meetings.
• Ensure meeting rooms are set up and broken down accordingly.
• Be aware of closed‑out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate‑quoting scenario.
• Have knowledge of emergency procedures and assist as needed.
• Use proper two‑way radio etiquette when communicating with other employees.
• Fully comprehend and operate all relevant aspects of the Front Desk computer system.
• Complete front desk and housekeeping reports, including Unbalanced Folios (Daily), Exceeded Credit Limit (Daily), Siena Restaurant Room Charge Log (Daily), and Guest Complaint Log (as needed).
• Balance and prepare individual paperwork for closing shift according to hotel standards.

• Maintain market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes and requests.
• Communicate with Maintenance and Management when something is out of order and properly create Maintenance slip requests in a timely manner.
• Work 7 am–3 pm and/or 3 pm–11 pm shifts; weekends are required.