Guest Service Agent

Guest Service Agent Job Summary

Represents the hotel to the guest throughout all stages of the guest's stay. Determines a guest's reservation status and identifies how long the guest will stay. Helps guest’s complete registration cards and then assigns rooms accommodating special requests whenever possible. Verifies the guest's method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel.

Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work. Maintains guest room key storage and supervises access to safe deposit boxes. Must be sales‑minded. Presents options and alternatives to guests and offers assistance in making choices. Knows the location and types of available rooms as well as the activities and services of the property.

• Registers guests and assigns rooms. Accommodates special requests whenever possible.
• Assists in pre‑registration and blocking of rooms for reservations.
• Thoroughly understands and adheres to proper credit, check‑cashing, and cash‑handling policies and procedures.
• Understands room status and room status tracking.
• Knows room locations, types of rooms available, and room rates.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check‑outs, late check‑outs, early check‑ins, special requests, and part‑day rooms.
• Possesses a working knowledge of the reservations department. Takes same‑day reservations and future reservations when necessary. Knows cancellation procedures.
• Files room keys.
• Knows how to use front office equipment.
• Processes guest check‑outs.
• Posts and files all charges to guest, master, and city ledger accounts.
• Follows procedures for issuing and closing safe deposit boxes.
• Uses proper telephone etiquette.
• Uses proper mail, package, and message handling procedures.
• Reads and initials the pass‑on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
• Attends department meetings.
• Coordinates guest‑room maintenance work with the engineering and maintenance division.
• Reports any unusual occurrences or request to the manager or assistant manager.
• Knows all safety and emergency procedures. Is aware of accident prevention policies.
• Maintains the cleanliness and neatness of the front desk area.
• Understands that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.

High school diploma at a minimum required and 3 or more years of hotel operations experience preferred.

Must have developed language skills to the point to be able to:

• Read and interpret documents in English such as routine correspondence, newspapers, periodicals, journals, and manuals.
• Write routine reports, correspondence, business letters, summaries, and reports in English using prescribed format, and conforming to all rules of punctuation, grammar, diction, and style.
• Speak effectively in English to customers and employees.

Must have developed reasoning abilities to the point to be able to:

• Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to add, subtract, multiply and divide numbers; and ability to calculate figures and amounts such as discounts and percentages.
• Read and interpret business records and statistical reports.

Must have sufficient computer skills that will allow the individual to use, in a proficient manner, certain Company‑issued software programs implemented at the hotel, including but not limited to Microsoft Word, Microsoft Excel, Office 365, Microsoft Outlook, Company‑issued internet browser programs, and Company‑issued electronic mail programs. [

NOTE:

Company‑issued software programs may change from time to time; the individual is required to learn the new programs and…