Guest Services Agent

Guest Services Agent

Location: 1 Center St, Folly Beach, SC 29439

Compensation: $16.00 per hour

• Register guests and assign rooms. Accommodates special requests whenever possible.
• Assist in pre-registration and blocking of rooms for reservations.
• Thoroughly understand and adhere to proper credit, check- cashing, and cash handling policies and procedures.
• Understand room status and room status tracking.
• Know room locations, types of rooms available, and room rates.
• Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices.
• Use suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Know the location and types of available rooms as well as the activities and services of the property.
• Coordinate room status updates with the housekeeping department by notification housekeeping of all checkouts, late checkouts, early check-ins, special requests, and day use rooms.
• Possess a working knowledge of the reservations department. Take same day reservations and future reservations when necessary. Know cancellation procedures.
• Maintain guest room key storage, and maintains and supervises access to safe deposit boxes.
• File room keys ( only for manual room key hotels)
• Know how to use front office equipment.
• Process guest check-outs.
• Perform cashier related functions like posting charges to guest accounts.
• Follow procedures for issuing and closing safe deposit boxes used by guests.
• Work closely with the housekeeping department in the keeping room status reports up to date and coordinate requests for maintenance and repair work.
• Use proper telephone etiquette.
• Perform cashiering tasks like bill/invoice settlement, posting charges to the guest, paid out's, Foreign currency exchange etc.
• Use proper mail, package, and message handling procedures and record details in the courier Mail Register.
• Advise guests of any messages, mail, faxes, etc. received for them.
• Inform guests of the room safe and mini-bar key and room key procedures.
• Issue parking passes/validate valet parking tickets.
• Communicate services and amenities of the hotel to guests.
• Obtain proper identification for tax-exempt guests and attach the form to the registration card.
• Direct Bell Person to escort guests and transport their luggage to the room.
• Read and initial the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
• Attend department meetings.
• Report any unusual occurrences or requests to the manager or assistant manager.
• Know all safety and emergency procedures, and are aware of accident prevention policies.
• Maintain the cleanliness and neatness of the front desk area.
• Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
• Advise guests of any messages, mail, faxes, etc. received for them.

Supervisory Responsibilities:

None

Education: High school graduate or equivalent. Must speak, read, write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visit the hotel.

Experience: Prior hotel-related experience desired.

• To ensure success as a guest service agent, an individual should be totally customer-centric and have good listening skills.
• Possess good problem-solving skills with attention to details.
• Ability to demonstrate effective communication skills and should be extremely well organized and behave in a professional manner.
• Willing to take on additional responsibilities whenever there is a need, and should be able to build a professional and healthy relationship with the internal members as well as customers.
• Comfortable working in a team environment and should be able to motivate others to deliver quality services to their guests.
• Possess good marketing skills to promote the services of their hotel, thus leading to better business.

Working Conditions: The working conditions described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equipment to Be Used: Phone, computer, walkie talkie, printer.

Physical & Mental Requirements: Requires fingering, grasping, writing, standing, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds.

• Achieving results by having fun
• Positive Values
• Relaxed, yet productive atmosphere
• Commitment to Excellence
• Open and Honest Communication
• Cooperation, Support and empowerment
• Positive reinforcement
• High accountability

Entry level

Full-time

Other

Hospitality