Guest Service Agent (Full-Time

Position: Guest Service Agent (Full-Time)
Location: Lindenwood

186 rooms | 4,500 sq. ft. meeting/event space

Amenities: 24-hour fitness center, indoor pool, restaurant and bar with outdoor lounge, complimentary hot breakfast daily.

Located in downtown Indianapolis, this property attracts both business and leisure demand-offering strong career growth in a thriving Midwestern market. With a residential-style feel in an urban setting, it’s ideal for leaders who value both guest comfort and brand-driven operations.

The Guest Services Agent is responsible for delivering excellent customer service by welcoming guests, assisting with check-in/check-out, and responding to guest needs to ensure a positive stay experience.

Job Duties Maintain complete knowledge at all times of:

All hotel features, services, hours of operation

All room types, numbers, layout, decor, appointments and location

All room rates, special packages and promotions

Daily house count and expected arrivals/departures

Room availability status for any given day Scheduled daily group activities

Maintain complete knowledge and comply with all hotel and departmental 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 function of 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 and generate a registration card Verify registration card information with guest, obtain back up information for guest credit or payment method and input into system; collect cash when designated

Assign guest rooms

Advise guest of any messages, mail, faxes, etc. received for them Inform guest of room safe and 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 on packages

Obtain proper identification for tax exempt guests and attach form to registration card Obtain guest signature for designated paperwork

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 resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction

Take, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals

Offer detailed information on the voice mail system to callers and guests wishing to leave message

Accept and record wakeup call requests; deliver to PBXIssue 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 (special requests, amenity delivery)
Generate, print and distribute daily and weekly reports

Resolve discrepancies on the room status report with Housekeeping Match the 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 any 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 hotel procedures

Conduct group check ins and outs according to established hotel procedures

Assist all departments and executives in obtaining appropriate information regarding groups, inventory and guest information

File guest room keys and ensure the safe…