Front Desk Guest Service Agent

Job Title:

Guest Service Agent

Division:
Front Office

Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry.

• Maintain complete knowledge at all times of hotel features, services, hours of operation, room types, rates, special packages, promotions, daily house count, room availability, scheduled group activities, policies and procedures.
• Obtain assigned bank and ensure accuracy of contracted monies; keep bank secure at all times.
• Meet with supervisor to review daily assignments and priorities; meet with departing Front Desk Agent to review business status and follow‑up items.
• Access all functions of the computer system according to established procedures and standards.
• Set up work station with necessary supplies; maintain cleanliness throughout shift.
• Answer department telephone within three rings, using correct greeting and telephone etiquette.
• Promote positive guest relations to all individuals approaching the Front Desk; accommodate all requests for information in a congenial manner.
• Process all guest check‑ins according to established hotel requirements; confirm reservation in system and review all noted information; for guests without a reservation, sell a room type as agreed upon.
• Register guest in computer, generate registration card, verify information, obtain backup payment details, and collect cash when designated.
• Assign guest rooms; advise guest of any messages, mail, faxes, etc.; inform guest of room safe, mini‑bar key, and room key procedures.
• Issue parking passes, validate valet parking tickets, and enter information in computer.
• Communicate services and amenities included in packages to guests; obtain proper identification for tax‑exempt guests and attach form to registration card.
• Obtain guest signature for designated paperwork; obtain Bell Person to escort guest and transport luggage to the room.
• Maintain guest history files on all guests; communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Set up accurate accounts for each guest checking in according to their requirements (sharing, separate room, tax, incidentals).
• File registration cards and vouchers in bucket by room number.
• Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them; follow established procedures for "walking" guests.
• Accommodate room changes expediently.
• Handle guest complaints according to the six‑step procedures, ensuring guest satisfaction; document all guest requests, complaints, or problems immediately and notify designated department/personnel for resolution.
• Take, record, and relay messages accurately, completely, and legibly; distribute hotel personnel messages to appropriate individuals.
• Offer detailed information on the voicemail system to callers and guests wishing to leave a message; accept and record wake‑up call requests; deliver to PBX.
• Issue safe deposit boxes to guests and ensure security of keys.
• Distribute all guest and department mail; monitor, send, and distribute guest faxes.
• Document and confirm reservations and cancellations; block rooms in the computer and follow through on designated requirements.
• Pre‑register designated guests and prepare key packets; communicate pertinent guest information to designated departments/personnel.
• Generate, print, and distribute daily and weekly reports; resolve discrepancies on the room status report with Housekeeping.
• Match bucket check to in‑house guest ledger report; report discrepancies to manager.
• Process all check‑outs according to established hotel requirements; resolve any late charges; present folio to guest and resolve disputed charges; settle guest accounts following Accounting procedures; retrieve guest room key from guests.
• Request guest comments on their stay; process express check‑outs throughout the shift; handle requests for late check‑outs according to established procedures; conduct group check‑ins and outs according to established hotel procedures.
• Assist all departments and executives in…