Guest Service Agent

Purpose

To ensure appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner.

Front Office Manager

• Be thoroughly acquainted with all check-in procedures and policies.
• Be thoroughly acquainted with all check-out procedures and policies.
• Be a main liaison between guest and the hotel.
• Be familiar with guest scenarios.
• Be familiar with all technical equipment as related to the Front Desk.
• Be familiar with all hotel facilities.
• Be familiar with general organization set‑up.
• Read, initial and sign the Pre‑shift and discuss open issues with Front Office Manager daily.
• Be familiar with the inter-relationship between the different departments.
• Complete S.E.T. training and follow this philosophy at all times.
• Be familiar with basic operations of PBX.
• Demonstrate understanding and adherence to Selling Strategy calendars by all Front Desk agents.
• Know how to make a reservation (group or individual) Hotel Specific Essential Functions.
• Uphold the reputation of the hotel as a professional employee.
• Properly use and maintain hotel equipment.
• Make decisions that meet and exceed the expectations of the hotel.
• Familiar with downtown area including attractions, restaurants, businesses.
• Knowledgeable with PMS & Voice Mail System.

• Computer and printer
• Telephone
• Pen/pencil
• Photo‑copying machine
• Facsimile machine

Interior and on occasion exterior of hotel with exposure to weather conditions.

• Lifting/Pushing/Pulling/Carrying
  • 25% of shift pulling out cash draw, key draw and safety deposit boxes
• Bending/Kneeling
  • 25% of shift to retrieve safety deposit boxes and cash draw
• Mobility
  • 5% of shift to retrieve messages and guest mail
• Continuous Standing
  • 95% of shift continuous standing attending to customers
• Climbing
  • No climbing required
• Driving
  • No driving required
• Work Environment
  • Inside 100% of work period (approximately 8 hours shift)
• Hearing/Vision/Speech/Literacy
  • Hearing is moderate (One‑on‑one communication with guests)
  • Vision is moderate (Read reports, verify reservations, work with computers)
  • Speech is moderate (One‑on‑one communication with guests)
  • Literacy is critical (Read reports, reservations, analyze, investigate)
• Chemical/Agents Used
  • No chemicals/agents used
• Protective Clothing
  • No protective clothing required
• Equipment Operation
  • Computer system 75% of time, copier 5%, calculator 10%, printer 25%, telephone 25%