Guest Service Agent

Summary / Job Purpose

The Guest Service Agent represents the hotel to the guest through all stages of the guest’s stay by working with all hotel personnel to ensure every guest experiences superior customer care. Responsibilities include registering guests, assigning rooms, accommodating special requests, and ensuring the guests have a pleasant stay and smooth checkout.

 Qualifications – Education, Experience, & Skills

• Available to work weekends, holidays, etc.
• Flexible to work changing schedules
• Outgoing personality
• Dependable/reliable
• Previous hotel-related experience preferred
• Must be able to work all shifts (6am-2pm; 2pm-10pm; 10pm-6am; flex shift)

Responsibilities & Job Duties

• Maintains an inventory of vacancies, reservations, and room assignments.
• Possesses a working knowledge of the reservations department. Takes same-day reservations and future reservations when necessary. Knows cancellation procedures.
• Knows room locations, types of rooms available, and room rates.
• Registers arriving guests and assigns rooms.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all checkouts, late checkouts, early check-ins, special requests, and part-day rooms.
• Coordinates guest room maintenance work with the engineering and maintenance division.
• Uses persuasive selling techniques to sell rooms and to promote other services of the hotel.
• Knows daily activities and meetings taking place in the hotel.
• Reports any unusual occurrences or requests to the manager or assistant manager.
• Manages and resolves all guest complaints professionally and courteously.
• Processes guest check-outs and handles monetary transactions,
• Maintains a high level of professional appearance and demeanor.
• Performs other duties as assigned.