Guest Service Agent

POSITION TITLE:GUEST SERVICE AGENT DEPARTMENT: ROOMS DIVISION

REPORTS TO:Front Office Manager / GENERAL MANAGER

BASIC FUNCTION: Performs sales and customer service functions related to the guest registrations, reservations, and revenue collections in a manner that will ensure the hotel guests receive a safe and secure place to stay with friendly, attentive service in the IHG PMS system-Hotelkey. Posts and compiles guest charges and keeps up to date and accurate accounts of hotel guests. Processes accounts of new guests and checks guests in and out of the hotel. Makes change and answers questions as required. Provides excellent guest service resulting in excellent Guest love scores. Checks identification and credit cards of all registering guests. Performs reservation functions, answers telephones and miscellaneous duties assigned. Complies with Revenue Management training. Acts as a courteous and efficient guest service agent for the hotel and guests.

JOB DUTIES:

1. Post charges to guest folios.


2. Collects cash or charge payments from guests checking out.


3. Verifies charge cards and checks used by customers.


4. Performs such teller duties as cashing checks, petty cash vouchers , and issues safety deposit boxes.


5. Checks all reservations for VIP's and notes any special requirements. Maintains accurate count of guests and rooms noting any discrepancies.


6. Complies with all company policies and procedures. Ensures all deposits are handled properly and ensures that all bank drawers issued balance.


7. Pre-registers all group blocks and assigns group rooms in same location if available.


8. Exercises proper key controls at all times.


9. Never reveals room numbers to other guests or visitors.


10. Coordinates any problems with housekeeping and engineering and calls all check-outs to housekeeping.


11. Responsible for answering phones in a professional and courteous manner.


12. Responsible for implementing yield management techniques.


13. Act as a liaison between management and guests.


14. Must be able to take and process reservations in an efficient manner.


15. Count cash drawers and verifies house banks.


16. Check reservations for the day and assign rooms if needed.


17. Answer phones and send calls to proper rooms or departments.


18. Maintain front office log books as required.


19. Take wake-up call information and make wake-up calls if needed.


20. Prepare key envelopes for upcoming arrivals of groups.


21. Enter reservations into computer.


22. Keep front office and reservation area clean and organized.


23. Check guests in and out in a courteous manner.


24. Give information regarding area attractions and directions to guests.


25. Try to handle all guests requests and complaints.


26. Places confirmations to be mailed out in envelopes attaching appropriate forms and information.


27. Understand and be able to sell all hotel amenities to guests.


28. Try to honor all requests from guests concerning reservations.


29. Be knowledgeable about all discount packages and special programs we participate in.


30. Communicate with the sales office and other departments in a professional manner.


31. Familiar with property security and key control procedures as well as fire safety procedures.


32. Adhere to all established credit and inventory control procedures to minimize loss of revenue.

JOB QUALIFICATIONS:

1. Must have high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.


2. Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills. Must be fluent in oral and written English.

Skills Needed

1. Must have vision ability to read written communiques and monochrome computer screen.


2. Must have hand and finger dexterity to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.

Physical Abilities

1. While performing the duties of the job, the employee is regularly required to stand, sit, bend, walk, use hands to fingers, or feel objects, tools or controls, lift boxes (up to 15 pounds), talk and hear. Vision abilities required by this job include close vision to a computer screen.


2. Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.


3. Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.


4. Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.

Material/Equipment Used

Standard office equipment including but not limited to: telephone, copier, cash register, PC, fax machine, and PBX machine.

Environment

Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting.