Guest Service Agent

Job Title:

Guest Service Agent Status:
Non-Exempt

Job Summary:

Represents the hotel to the guest throughout all stages of the guest’s stay by working with all hotel personnel to ensure every guest experience superior customer care. Responsibilities include registering guests, assigning rooms, accommodating special requests, and ensuring the guests have a pleasant stay and smooth checkout.

• Provide excellent guest service
• Maintain an inventory of vacancies, reservations and room assignments
• Possess a working knowledge of the reservations department, takes same day reservations and future reservations, when necessary, knows cancellation procedures
• Knowledgeable of room locations, types of rooms available, and room rates
• Register arriving guests and assigns rooms
• Coordinate room status updates with the housekeeping department by notifying housekeeping of all check‑outs, late check‑outs, early check‑ins, special requests, and part‑day rooms
• Coordinate guest room maintenance work with the engineering and maintenance division
• Uses persuasive selling techniques to sell rooms and to promote other services of the hotel
• Know daily activities and meetings taking place in the hotel and surrounding areas
• Report any unusual occurrences or requests to the manager or assistant manager
• Manage and resolves all guest complaints in a professional and courteous manner
• Process guest check‑outs and handles monetary transactions
• Maintain customers’ privacy
• Maintain a high level of professional appearance and demeanor
• Performs other duties as assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Ability to work a flexible schedule, including evenings, weekends and holidays.

Source:
Hospitality Online