Guest Services Agent

Guest Services Agent

Southall is a premier destination bringing nature, produce and people together in a powerful and unique way.

The Guest Services Agent will greet and register guests and provide the highest level of service to provide an exceptional stay.

• Greet customers immediately with a friendly and sincere welcome
• Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions
• Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate
• Complete Night Audit
• Make appropriate selection of rooms based on guest needs
• Code electronic keys
• Non-verbally confirm the room number and rate
• Requires continual standing and movement throughout front office area
• Verify and accurately imprint credit cards for authorization using electronic acceptance methods
• Handle cash, make change and balance an assigned house bank
• Accept and accurately record vouchers, traveler's checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator
• Post charges to guest rooms and house accounts using the computer
• Promptly answer the telephone using positive and clear English communication
• Input messages into the computer
• Retrieve messages and communicate the content to the guest
• Retrieve mail, small packages and facsimiles for customers as requested
• Close guest accounts at time of check out and ascertain satisfaction
• In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues
• Field guest complaints, conducted through research to develop the most effective solutions and negotiate results
• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc
• Remain calm and alert especially during emergency situations and heavy hotel activity
• Plan and implement detailed steps by using experienced judgment and discretion
• Regular attendance in conformance with the standards, which may be established by Southall from time to time, is essential to the successful performance of this position
• Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment
• Due to the cyclical nature of the hospitality industry, employees may be required to work varied schedules to reflect the business needs of the hotel
• Summon front service/bell assistance to escort guests to their rooms as appropriate
• Operate facsimile machine to send, receive, and log incoming transmissions
• When possible, hand-deliver incoming faxes using the message function of the computer
• Use the photocopier to make copies and scans of items as required
• Provide instruction and/or guidance for guest and employee safety in fire or other emergency situations
• Maintain familiarity with all property functions and outlet operations to market property to guests in a positive manner
• Directs guest flow through hotel giving assistance and directions to restaurant and other guest / client facilities
• Listen and respond to guest inquiries using a positive, clear speaking voice
• Answer questions and offer assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc
• Other duties as assigned by the supervisor such as assisting PBX operators or reservations agents
• Perform additional duties and projects as assigned by Southall Leadership

Skills & Experience

• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts
• Ability to…