Guest Service Agent

Guest Service Agent

Essential Duties and Responsibilities

• Always treat guests with courtesy and respect in a variety of situations.
• Must maintain standards of 5-star service
• Must maintain honesty and integrity
• To be mindful of the importance of personal hygiene and grooming.
• Adhere to the property's Health and Safety guidelines.
• Ability to work under pressure and in a fast-paced environment.
• Check-in, checkout and produce player's club cards for hotel guests in a confident, professional, and friendly manner.
• Initiate call back after check-in to ensure guest is satisfied with accommodations as well as offer any assistance.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Call back and follow up with guest on any requests that come through the front desk to ensure that they are satisfied.
• Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Review arrivals noting special requests and blocking rooms as necessary for VIP's and group arrivals.
• Complete all items as listed on shift checklists.
• Enroll Guests into World of Hyatt / Enroll Guests into Genting rewards during check-in process
• Provide guest welcome amenity at check in
• Book future reservations upon Guest Request
• Carry Radio on you at all times, with Hotel Ear Piece
• Ensure proper credit card procedures are followed based on PCI compliance guidelines.
• Enter guest requests and complete orders on Hotsos
• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift.
• Maintain complete knowledge at all times of:
• All hotel features/services, hours of operation.
• Hotel history and neighborhood knowledge
• All room types, numbers, layout, décor, appointments and location.
• All room rates, special packages and promotions.
• Daily house count and expected arrivals/departures.
• Room availability status for any given day.
• Schedule daily group activities.
• Advise guest of any messages, mail, faxes, etc. received for them and hand them to the guest if they come directly to the front desk.
• Communicate service and amenities of the hotel to guests.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Input, update and maintain guest profile and history, which includes but not limited to guest preferences and alerts.
• Flexibility to carry out job responsibilities of other positions within the front office, such as PBX operator, bell person, and door person, upon request by the manager.
• Take, record and relay messages accurately, completely and legibly. All guest issues should be communicated to a manager, and immediately logged.
• Offer detailed information on the voice mail system to callers and guests wishing to leave messages.
• Accept and record wake-up call requests.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity deliver) immediately, and follow-up with relative departments after completion.
• Meet with departing Front Desk Host to review business status, log-book and follow-up items.
• Provide Concierge service - fluent knowledge of property and local restaurants, special events, city attractions, and guest amenities when necessary.
• Knowledgeable of property's fire and emergency procedures.
• Any additional duties as directed by management.
• Ability to utilize the property management system
• Cover Night Audit, when needed.

Job Requirements:

• Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers and management to their understanding.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Ability to accurately compute and manipulate mathematical calculations.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to effectively deal with internal and external customers, some of whom will…