Guest Service Agent

## Description
** POSITION SUMMARY
** Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs.

** ORGANIZATIONAL SCOPE:
** Position is responsible for exceptional customer service in order to generate revenue.

** ESSENTIAL FUNCTIONS
*** Handle guest registration and room assignments, accommodating special requests whenever possible. (10%)
* Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies. (16%)
* Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner. (50%)
* Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc. (21%)
* Cancel room reservations according to procedures. (2%)
* Walk customers in a professional and courteous manner according to procedures if full house or extenuating circumstance. (1%)
* Show guests to room assisting them with their luggage. (45%)
* Explain all hotel facilities, their location in the hotel, hours of operation, answer all questions about these facilities and other hotel questions. (15%)
* Check luggage for hotel guests both for day and overnight. (15%)        
** NON-ESSENTIAL FUNCTIONS
*** Inventory guest room keys according to policy and request re-keying as necessary.
* Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist.
* Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment.## Qualifications
** Knowledge and

Skills:

**
* *
* Education:

** High school education or equivalent experience.
* *
* Experience:

** Three months to one full year of employment in a related position with this company or other organization(s).
* *
* Skills and Abilities:

** Requires a working knowledge of the Front Desk aspect of TTH services, policies or operations and a general knowledge of the hotel. Working knowledge is generally learned on-the-job. Requires knowledge of and ability to operate computer equipment and the reservations system. Ability to read and speak English. Second language is preferred.

** No. Of employees supervised:
** None.

*
* Travel Required:

** None.

** Hours

Required:

** 8 hour shift; scheduled days and times may vary based on need.

** Lifting/Pushing/Pulling/Carrying Describe the type(s) of required lifting, pushing, pulling, and/or carrying to include objects, weights and frequency.
** Must be able to lift up to 60 lbs. and push or pull a minimum of 120 lbs., of various sizes of luggage, packages, coolers and boxes.

** Bending/Kneeling Describe the type(s) of required bending and/or kneeling to include when, why and how often.
** Must be able to lift up to 60 lbs. and push or pull a minimum of 120 lbs., of various sizes of luggage, packages, coolers and boxes.

** Mobility Describe the type(s) of mobility required to include distances and % of time involved.
** Continually walking, standing, lifting or pulling, 90-95% of time, large step into van.

** Continuous Standing Describe the reasons to include time period and frequency.
** Continuous standing 95% of time.

** Climbing Stairs
** Up to approx. 120 steps 10% of 8 hour shift.

** Hearing:
** Moderate    Explain:
One-on-one communication with guests.

** Vision:
** Moderate    Explain:
Read reports, verify reservations, work with computers.

** Speech:
** Moderate    Explain:
One-on-one communications with guests.

** Literacy:
** Critical    Explain:
Read reports, reservations, analyze, investigate.
Brass/glass cleaner. No special handling required.

** Protective Clothing:
** None Required.

** Equipment Operation List type of equipment and frequency of use.
** Computer use 75%, telephone use 25%, computer printer 25%, calculator 10%, of shift.
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