Guest Services Agent

Guest Service Agent

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:

• 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 room
• 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
• Obtain Bell Person to escort guest and transport their 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 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 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 (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…