Guest Services Agent

Guest Services Agent

Requisition :

Category:
Front Office Operations

Location:

US-HI-Honolulu, Best Western Plaza Hotel, Best Western Honolulu, HI

Compensation: USD $22.32-HR to $27.90-HR (Hourly)

The Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check‑in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

• Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.
• Maintain proper operation of the PBX console and ensure all hotel standards are met.
• Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages and special promotions as listed in the Red Book.
• Be familiar with all in‑house groups.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate‑quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check‑ins and check‑outs in a friendly, efficient and courteous manner.
• Use proper two‑way radio etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.

• College coursework in a related field helpful.
• Experience in a hotel or related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer service experience preferred.
• Flexible and long hours sometimes required.
• Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.
• Maintain a warm and friendly demeanor at all times.
• Effectively communicate both verbally and written at all levels of employees and guests in an attentive, friendly, courteous, and service‑oriented manner.
• Effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Can multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service‑oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling.
• Maintain high standards of personal appearance and grooming, including proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts toward productivity, identify problem areas and assist in implementing solutions.
• Handle problems effectively, including anticipating, preventing, identifying and solving problems as necessary.
• Understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Cross‑train in other hotel related areas.
• Maintain confidentiality of information.
• Show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.