Guest Service Agents - Hotel

Overview

Why We Need Your Talents:

Check-in/Check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements measuring to the levels of expectation commensurate with a four-star property. Provide information to any guest or visitor inquiry. Work as part of the overall Front Office team to ensure a seamless experience for the guest.

Compensation: $17.00/hr

Where You ll Make an Impact:

• Maintain complete knowledge of the following:
• • Hotel features:
  • • Amenities – Hours of operation, group activities, Room types, numbers, layout, décor, and locations.
    • Pricing - Room rates, hotel availability, special packages, and promotions.
• Daily house count and expected arrivals/departures.
• Scheduled daily group activities.
• Departmental policies and procedures including front and back of house operations.
• Accuracy of assigned bank and ensure contracted monies. Keep bank secure at all times.
• Promptly answer department telephone using correct greeting and telephone etiquette.
• Promote positive guest relations for information in a congenial manner.

Process all guest check-ins according to established hotel requirements:

• Confirm reservation in the system and review all noted information.
• Complete a “walk-in” reservation for guests with no prior room reserved.
• Obtain backup information for guest credit/payment method and input into system; collect cash when designated.
• Assign guest room.
• Advise guest of any messages, mail, faxes, etc. that was received for them.
• Inform guest of the room safe and mini-bar key and room key procedures.
• Issue parking passes/validate valet parking tickets and enter information in the computer.
• Communicate services and amenities included in packages to guests on packages.
• Obtain proper identification for tax-exempt guests and attach form to the registration card.
• Obtain guest signature for designated paperwork.
• Obtain a bell person to escort guests and transport their luggage to the room.
• Maintain guest history files for 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 (i.e., share with, separate room/tax/incidentals, com).
• 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.
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 30 minutes to ensure completion and guest satisfaction.
• 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.
• 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 (i.e.. Special requests, amenity delivery).
• Generate, print, and distribute daily and weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.

Process all check-outs according to established hotel requirements listed:

• Resolve any late charges
• Present folio to guest and resolve any disputed charges
• Settle guest accounts following accounting procedures
• Retrieve guest room key from the guest
• Handle requests for late check-outs according to established hotel procedures
• Conduct group check-ins/outs according to established hotel procedures
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information
• Adhere to all cashiering procedures as listed below:
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges
• Make a change for guests
• Cash guests  personal checks/traveler’s checks
• Post Charges
• Settle room accounts
• Run closing reports
• Count bank at the end of their shift
• Complete designated cashier reports
• Balance receipts
• Drop receipts
• Secure bank
• Legibly document pertinent information in the log book
• Other duties as assigned.

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